Help Desk Coordinator - Support Staff SS -10-75

Help Desk Coordinator - Vincennes, IN

The Help Desk Coordinator manages all activities of the Information Technology Help Desk.  This person is responsible for coordinating Level 1 support for VincennesUniversity faculty, staff, and students. Level 1 support is defined as support for application usage and functionality as well as basic PC and network troubleshooting. The Coordinator acts in the role of Help Desk Analyst during daily operations. The Coordinator manages the Student Help Desk Analysts. 

Students, faculty, and staff rely heavily on technology for their academic and business pursuits. The Help Desk is the primary interface between Information Technology and its customers, ensuring students, faculty, and staff are satisfied with services provided. The Help Desk also makes certain that Information Technology staff are aware of critical customer issues. The Help Desk is challenged to provide technical and application assistance to customers as quickly and efficiently as possible, and the Coordinator is specifically challenged with ensuring the Help Desk provides the highest level of customer service possible. 

Additionally they provide support for the office manager during their absence.  They are expected to perform as part of a team, to provide support services and be capable of interacting with the user community in a courteous and professional manner.

Essential Duties and Responsibilities:

• Oversees day-to-day operations of the Vincennes University Help Desk providing level 1 support for students, faculty, and staff.

• Acts in the role of Help Desk Analyst during daily operations.

• Manages the Student Help Desk Analysts. 

• Develops and consistently evaluates policies, procedures, and documentation used in Help Desk operations in accordance with Information Technology documentation standards.

• Ensures the Help Desk provides the highest level of customer service possible. 

• Ensures that work orders are logged correctly including complete detail regarding the issue, a defined priority based upon departmental guidelines, and any customer contact information.

• Ensures proper escalation of calls as well immediate notification of staff for critical support issues.

• Ensures quality customer service by evaluating customer feedback and responding appropriately.

• Troubleshoot and assist with electronic communications such as; university email, text and mobile communications.

• Other duties may be assigned as required.

Qualification Requirements:

Required Skills/Abilities: 

• Possess excellent communication, trouble-shooting, organizational, reporting, follow through skills, and superior customer services skills.

• Possess basic hardware, software, and network troubleshooting skills.

• Possess knowledge of or willingness to learn Vincennes University specific applications.

• A self-motivator with the ability and willingness to maintain a broad knowledge of state-of-the-art technology, equipment, and systems.

• Will be required to attend various employee meetings, training, committees and other special activities as depicted by the supervisor.

Education and Experience:

• An AS degree in computer science or related field and/or equivalent real-world experience is preferred.

• Possess 1-2 years in a support role (preferably computer related).

• Possess in depth knowledge of Google, Microsoft Suite applications, and Banner related systems preferred.

• Supervise Student Help desk Associates.

Physical Demands:

Normal physical demands for successful work in a normal office environment. Ability to sit or stand for extended periods. Ability to utilize hands for general office work including typing, filing, answering telephones, writing. The employee must occasionally lift and/or move computer related equipment such as; computers, printers, switches, etc.

Benefits:

Competitive benefits package including health insurance, 16 paid holidays, tax-deferred retirement contributions, vacation, and sick leave. More information can be found by visiting the Benefits page of the VU website: http://vinu.edu/human-resources

Applications will be accepted until the position is filled. Interviews may be held concurrently with the advertising period. While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.

Please note the selected candidate will be required to submit to a criminal history background check.