Service Desk Coordinator

Description

Provides professional customer service, technical support, and initial incident response to end-users of IT systems. Assists the IT Department with user and hardware provisioning, inventory and asset management, data entry, service request response and resolution, troubleshooting, invoice reconciliation, and resource procurement. Works with moderate supervision from the IT Director. 

Essential Job Functions:

• Serves as first-level IT customer service contact for Town staff through phone, email, and in-person interaction. 
• Provides customers with basic support regarding hardware, software, applications, and technology processes. 
• Collects and compiles information to assist in technical issue resolution. 
• Utilizes service desk software for logging and tracking requests for service. 
• Assists with management of service requests through response, routing, and escalation. 
• Responds to software support requests from employees for enterprise business applications (Microsoft Office suite, Laserfiche, etc.). 
• Monitors, tracks, and documents inventory of IT assets. 
• Assists with procurement of IT equipment and services to include obtaining quotes, organizing purchase requests, and reconciling invoices. 
• Assists with maintaining documentation including IT knowledge base, departmental processes, and standard procedures. 
• Provides appropriate training to employees on effective utilization of computer systems and components. 

Requirements

• Associates/Technical degree with coursework in business administration, information technology, computer science, or related field, and moderate (1-3 years) experience in customer service, end-user support, or equivalent combination of education and experience. 
• Possession of an appropriate driver's license valid in the State of North Carolina. 

Knowledge, Skills, and Abilities

• General working knowledge of the operations, characteristics, and requirements of computer configuration. 
• Skill in the use of personal computers, related software applications, hardware, and peripheral equipment.  
• Ability to troubleshoot and resolve user and system problems. 
• Ability to train others in computer hardware and software applications. 
• Ability to communicate effectively orally and in written form. 
• Ability to establish and maintain effective working relationships with colleagues and vendors. 
• Knowledge of Windows operating systems, Microsoft Office, and Microsoft SharePoint. 
• Basic understanding of networks and network architecture. 
• Ability to exhibit good security hygiene. 
• Awareness of security baselines and practices such as PCI, CJIS, and HIPPA. 
• Project management skills and ability to manage multiple priorities. 

Physical Requirements

This work requires the occasional exertion of up to 25 pounds of force; work regularly requires speaking or hearing and using hands to finger, handle or feel, frequently requires standing, walking, sitting, reaching with hands and arms and repetitive motions and occasionally requires stooping, kneeling, crouching or crawling, tasting or smelling, pushing or pulling and lifting; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, using of measuring devices, operating motor vehicles or equipment and observing general surroundings and activities; work occasionally requires working near moving mechanical parts and exposure to outdoor weather conditions; work is generally in a quiet location (e.g. library, private offices). 

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.  The Town is interested in hiring qualified candidates who are eligible to work in the United States. However, we are not able to sponsor visas. 

**This position is approved for Fiscal Year 2025-2026.  The hiring date will be on or after July 1, 2025.

Salary : $50,600 - $63,250