Help Desk Coordinator

Loyola Blakefield, founded in 1852 in Baltimore, Maryland, is a Roman Catholic Jesuit independent school for boys in grades 6 – 12. Loyola is inspired by the principles of St. Ignatius Loyola and the Society of Jesus.  Our mission is to form men for others who are open to growth, intellectually ambitious, religious, loving, and committed to diversity and doing justice.

Job Description:

The Help Desk Coordinator provides courteous and professional Help Desk Support services to the end users via   telephone, email or remote access on a variety of technical issues/ problems.  The Help Desk Coordinator also provides general office support to the Technology Department.

 Duties and Responsibilities:

1.      Provide customer and technical support to customers through inbound phone and email requests

2.      Independently identify, troubleshoot, document, and replicate customer problems and then escalate complex problems according to escalation procedures
 
3.      Retain ownership of all cases throughout the resolution process
 
4.      Provide input for escalation to department team members through proper escalation procedures
 
5.      Carry out tasks such as password changes/resets, user account creations, deletions, archiving, assisting users with addition/removal of printers/copiers on a PC, LCD Projector training/troubleshooting, assisting users with Outlook issues
 
6.      Create trending reports and identify problem areas that may require additional training and support

7.      Manage/Troubleshoot campus copier resources

8.      Schedule and assist with A/V setups for campus events and services

9.      Maintain Technology Department physical asset inventory database

10.  Assist Technology Director in contract management, vendor relations, and Purchase Order management
 
11.  Other duties as assigned
 
MINIMUM QUALIFICATIONS:
   Excellent customer service skills
   Strong verbal, written, and interpersonal communication skills and excellent listening skills
   Ability to interact with individuals at all organizational levels
   Ability to manage multiple tasks and priorities including good time management skills
   Ability to work independently with minimal supervision
 
Application Process: Qualified applicants must submit their resume with cover letter, including both salary requirements and references, to Gina Fischer, Human Resources Manager at gfischer@loyolablakefield.org.