JOB TITLE: HELP DESK COORDINATOR
DEPARTMENT: INFORMATION TECHNOLOGY
The position of Help Desk Coordinator (HDC) has the primary responsibility for providing technology support for Seminole Hospital District employees and business associates who call the help desk with information technology issues. The Help Desk Coordinator must diagnose and troubleshoot mainframe, PC, and printer issues as well as network issues via telephone, voicemail, email or the Spiceworks ticket logging system available to all end users. While available to respond to the desk side when necessary, the Help Desk Coordinator will normally resolve an estimated 40-60% of calls immediately while on the phone with the customer. When appropriate, the HDC will assign issues to others within, or affiliated with, the IT Department to enhance the efficiency and effectiveness of the response to the customer. The Help Desk Coordinator will have the primary logistical role within the IT Department, ordering parts, equipment and supplies through warranty or purchase agreements.
Physical and Mental requirements:
extended periods of sitting/standing
lifting/carrying >= 50 lbs.
Bachelor’s degree in job related area, preferred.
Actively participates in ongoing education and additional certifications as appropriate.
Licensure, Registry, Certification:
Valid Driver’s License & Evidence of Insurability
Criminal Justice Fingerprint/Background Clearance
Personal Job related skills: 1. Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting 2. Strong analytical skills and reasoning ability to identified solutions to technical issues
Knowledge: 1. Strong understanding of help desk support principles including documentation and issue ownership 2. Working knowledge of Windows Operating Systems and Microsoft Office applications
Abilities: 1. Ability to effectively communicate technical information to both customers and management in written and verbal form. 2.Ability to independently manage your time and handle multiple tasks. 3. Flexibility to work extra hours as required.
Prior Work Experience:
2 – 4 years of progressive experience troubleshooting and diagnosing computer related issues.
Job related experience within specialized field is required.
Job Type: Full-time