"Helpdesk Coordinator"

Job Description

GENERAL FUNCTIONS:

The Helpdesk Coordinator is responsible for providing tier 1 triage for inbound tickets, calls, chats, emails, and walk-ins. The coordinator works with Information Technology Services staff, faculty, and students for the functionality of technical resources and coordinates with various departments on campus. This position is also responsible for the co-supervision of student helpdesk staff as well as on-site tier 1 support for Smart Classroom technology used for evening classes and events.

SPECIFIC RESPONSIBILITIES:

Triage and assign inbound tickets, answer the helpdesk phone, respond to support team chat conversations.

Provide tier 1 support ticket requests such as password resets, Multi Factor Authentication (MFA) changes, general login assistance, etc.

Act as a dispatch resource to Technical Support Assistants and Specialists.

Assist with hiring, supervision, and training of student support staff.

Provide support for urgent issues related to live classroom and event technology systems.

Manage customer requests using the IT Service Management system.

Contribute to the creation, maintenance, and enhancement of detailed documentation for the knowledge base.

Assist in maintaining User Services asset inventory.

Participate in developing training functions, policies, and procedures for Information Technology Services (ITS).

Collaborate with all ITS staff for maintenance, problem resolution, and upgrades.

Performs related duties assigned by the Manager of User Services.

Job Requirements:

QUALIFICATIONS:

Education

Associate's degree required.

Experience

Previous experience in a customer service role required. 1-3 years of educational helpdesk support preferred

Knowledge, Skills and Abilities

Excellent written and oral communication skills
Excellent typing/keyboard skills
Customer service focused
Proficiency in MS365 Suite (Word, Excel, PowerPoint, Outlook, etc.)
Knowledge of MacOS and Windows OS
Experience with student information systems (e.g., Banner/Brightspace) preferred
Strong organizational skills
Approachable, adaptable, and patient demeanor
Quick technical learning ability
Independent prioritization and problem-solving skills
High-level functioning in a fast-paced environment
Ability to collaborate with multiple teams
Physical ability to lift 50lbs, stand, bend, stoop, and sit for extended periods

Additional Information:

RELATIONSHIPS:

The Helpdesk Coordinator reports to the Manager of User Services.

SALARY AND CONDITIONS OF EMPLOYMENT:

This is a full-time position at 35 hours per week. Hours are Monday - Friday 11am to 7pm. Compensation is at a rate of $40,129.94 annually. Salary, benefits, and conditions of employment are as set by the GEA contract. This role may require occasional weekend hours and travel to off-campus sites.

BENEFITS:

NYS Retirement
Comprehensive Health and Dental Insurance through Independent Health and Delta Dental
FSA
20 days' vacation, 24 sick, 4 personal days and various holidays annually
May use up to 10 sick days for family illness
GCC Tuition Waiver for employee and dependents
SUNY Tuition assistance at 4-year institutions
May apply for Flexible Work Arrangement after 90 days of service
Access to the Employee Assistance Program (EAP)

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