Help Desk Coordinator - Information Technology

Sinclair Community College -
Dayton, OH

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Job Details

Full-time
From $50,695 a year
12 days ago

Benefits

Health savings account
Tuition reimbursement

Qualifications

Staff supervision
Team supervision
Coaching
Team development
Newsletters (communication methods)
Associate's degree

Full Job Description

The Help Desk Coordinator oversees the IT Help Desk operations, ensuring optimal technical assistance for students, faculty, and staff. This role is responsible for maintaining accurate IT documentation, implementing effective communication strategies for technology-related information, and managing the incident management process for all college.related issues. The employee provides second and third level support to the User Support group on network, authentication, VOIP, Papercut and other technical issues.

The salary for this position begins at $50,695.00 and is determined commensurate with education and experience.

Why work for Sinclair College?

The following are some of the benefits that full-time support staff with Sinclair College receive:

Tuition waiver for employee and dependents for all Sinclair courses and programs
Support for continued professional development, including tuition reimbursement for other universities and colleges
OPERS pension participation, with 14% employer contribution
4+ weeks of personal and vacation leave, 3+ weeks of sick leave annually
14 days of annually observed company holidays
Expansive and competitive insurance programs, including an HSA with annual employer contribution available
High quality programs and events for work-life balance

SCC has the right to revise this position description at any time. This position description does not represent in any way a contract of employment.

Principal Accountabilities

Provide technical assistance to students, faculty, and staff in the operation of computing software and hardware
Take ownership of the incident management process, ensuring timely and effective resolution of all IT-related incidents
Process all incidents and service requests by precedence
Create standard templates for common issues to improve incident handling procedures.
Manage the daily operations of the Help Desk to ensure optimal assistance and support is provided to students, faculty and staff
Maintain a high level of technical expertise in order to provide second-level support for help desk staff
Ensure accurate logging of all issues and forwarding unresolved support issues to the appropriate teams or individuals
Produce and review customer survey results for IT, Facilities, and eLearning divisions weekly
Proactively communicate key feedback and trends identified from support interactions to relevant IT teams and leadership to drive service improvements
Communicate feedback to the appropriate departments and their managers. Performs systems administration for help desk ITSM based software
Train new users when needed. Works with management to determine escalation levels to ensure a timely response for customer satisfaction
Provide custom reports on incident and service request stats as scheduled or upon request from IT staff members and external departments
Work with departments to maintain a comprehensive catalog of services and related service request workflows that efficiently fulfill a wide variety of user requests across campus
Hire and train Help Desk analysts to ensure quality support for students, faculty, and staff
Ensure training includes thorough understanding of the incident management process, escalation procedures, and communication protocols
Maintain help desk schedule to provide adequate coverage
Coordinate twice daily checks for system outages during holidays
Maintain the help desk standard operating procedures documentation with accurate up-to-date information on daily operations
Identify the need for new procedures, documents, and communicates to help desk staff as changes occur
Review and update a database of 600+ knowledge articles on a regular basis to provide effective incident resolutions for a wide customer base
Identify need for announcement of system-wide problems and scheduled maintenance for all visible services
Develop clear and concise communication regarding these events, including impact, timelines, and any required user actions
Publish announcements on the appropriate websites and communicates issues to IT staff
Maintain New Hire Orientation presentation and records updated video annually which is viewed by all new hires
Send PowerPoint twice monthly to all new hires or by request. Attend weekly coordinator meetings and any other department meetings as scheduled via Zoom or in person when needed
Participate in hiring committee meetings as needed
Produce periodic “Hints from the Help Desk” articles for the college newsletter as needed
Develop and maintain a structured and consistent documentation format across all IT-related materials, including policies, procedures, system architecture, and troubleshooting guides
Ensure documentation is user-friendly and easily accessible to the college community
Conduct periodic reviews to ensure all documentation reflects the most current information
Promptly update documents following system upgrades, process changes, or new deployments
Proactively communicate updates to relevant user groups
Assign responsibility for specific documentation to team members to ensure accountability and accuracy
Collaborate with IT staff and other departments to collect input and verify the relevance of content
Ensure documentation aligns with user communication strategies
Identify key stakeholders for each update and tailor communication strategies to their needs
Notify stakeholders of changes promptly using multiple channels, such as email, messaging platforms, or company-wide announcements
Provide concise summaries of changes, emphasizing the most critical updates
Ensure incident-related information and resolutions are effectively communicated to affected users
Review feedback and analytics to identify opportunities for improving documentation practices and communication efficiency
Analyze incident trends to inform knowledge base updates and proactive communication efforts
Develop and execute a comprehensive communication plan for IT-related information impacting college users
- This includes, but is not limited to, planned outages, new service deployments, security updates, and common issue resolutions
Ensures timely and clear communication through various channels, such as email, website announcements, and other appropriate platforms
Stay informed about industry best practices and tools for IT documentation management
Offer training to team members on major documentation updates, particularly when new processes or systems are introduced

Requirements

Minimum of an associate’s degree with an emphasis on computer or office information technology required; extensive technical training preferred
Minimum 5 years of related work experience required; higher education experience preferred
ITIL Certification preferred
High level of expertise in computer/office automation applications and systems/network services required
Strong organizational and written communication skills required
Excellent supervisory, leadership, coaching, oral, and interpersonal skills are required
Proficiency with documentation tools (e.g., SharePoint, Knowledgebase tools, cloud storage solutions) and version control systems preferred

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