The Help Desk and Department Support Coordinator position is responsible for managing and responding to incoming electronic and phone help desk requests.
Duties include but are not limited to: - Troubleshooting and resolving issues via phone - Assignment of help requests to appropriate IT staff when required - Coordination of help desk scheduling - Creation and/or upkeep of help desk processes - Ensuring consistent and accurate updating of logs and customer contact lists - Generates monthly reports, including help desk metrics/measurements
Other duties will include cross-training for duties, such as I-9 processing and RC35 Administration.The position also provides functional testing and support for application development. This includes following test cases, documenting results and providing follow-up quality assurance for those applications.This positions also supports the administrative operations of the Senior Vice Chancellor, Health Sciences IT Group. This includes preparing reports and purchasing responsibilities. Other duties include facilities management in the Scaife and Lothrop Hall suites and other duties as assigned.
Bachelor's Degree in Computer Science, Information Science or area and at least one year of professional experience in a help desk/customer service environment. Associate's degree and/or equivalent experience may substitute advanced degree. Experience in office procedures and practices are required. Effective communication skills are required both written and oral. Accurate typing skills and software knowledge are necessary, especially Microsoft Office (Word, Excel, PowerPoint, Visio). Good organization skills and ability to prioritize work is desired.