Helpdesk Coordinator
Ave Maria University
Title: Helpdesk Coordinator
Department: Information Technology
Reports To: Helpdesk Supervisor
Employee Class: Full Time
FLSA Status: Non-Exempt
Primary Responsibilities:
Act as the main Helpdesk coordinator and oversee the daily operations related to campus support. Answer questions or resolve computer issues for end users and students in person, via telephone or email. Provide assistance concerning the use of computer hardware and software, including printing, installation, email, and other internal systems. Receives direction and guidance from the Helpdesk Supervisor and work together to manage the ticketing system and helpdesk operations. Mentor and guide student worker technicians to provide excellent customer service.
Qualifications and Education Requirements:
Minimum of 2 years' experience in an end-user support role with a track record of providing excellent customer service.
Essential Skills:
• Commitment to providing an exceptional customer experience and support.
• Excellent Organization and Communication skills, both verbally and written.
• Ability to work independently.
• Innovative, Team-Oriented problem solver.
• Ability to sustain a high level or productivity.
• Ability to manage multiple competing priorities.
• Ability to work effectively in a fast-paced environment.
• Familiar with help desk concepts, practices, and procedures.
Technical Skills:
• Advanced knowledge of Windows Operating Systems (Windows 10, Windows 8.1, Windows 7)
• Broad understanding of Microsoft Office Products (Word, Excel, Office 365, etc).
• Knowledge of standard hardware and software systems in enterprise environment.
• Familiar with networking concepts.
• Experience troubleshooting application-related problems.
Knowledge of the following software applications is a plus:
• Mac OS Support
• Powershell and scripting
• Windows Deployment Services
Essential Duties and Responsibilities:
• Provide superior customer service to end users on a variety of technology issues - 40%
• Responsible for tracking and monitoring open issues to meet service level standards - 30%
• Assist with the creation, maintenance, and management of process documentation - 15%
• Various Projects, Training, and other task as assigned - 15%
To Apply: Interested candidates should click or copy and paste this URL to their web browser: https://workforcenow.adp.com/mdf/recruitment/recruitment.html?cid=70cb71..., register, complete the application form, and upload your cover letter, resume and 3 letters of recommendation or a list of three references with their contact information by clicking on the APPLY TAB.
Ave Maria University provides an excellent benefit program for full time faculty and staff.
Ave Maria University is a Catholic, liberal arts institution of higher learning that is dedicated to the formation of joyful, intentional disciples of Jesus Christ through Word and Sacrament, scholarship and service.
Ave Maria University does not discriminate in employment opportunities, practices or the terms and conditions of employment based on race, color, sex, national origin, age, disability, or any other characteristic protected by federal, state or local law.