Help Desk Coordinator

STI; Trenton (NJ); On-site; USD 42,000 - 64,000; Full time

Job summary

STI is seeking a Helpdesk Coordinator to support and troubleshoot Microsoft applications for end users. You will communicate clearly, explain technical detail simply, and work in a fast-paced, deadline-driven environment while following IT policies and procedures.

The role includes handling day-to-day operating environment tasks, logging issues, providing first-response support, and assisting with site and project needs. Training on AOC mainframe systems is provided.

Qualifications

• Proficient with Windows 10, Windows Server, AD and Office 365; training provided on mainframes.
• Excellent communication skills for end users and IT staff.
• Experience in a fast-paced, deadline-driven help desk environment.

Responsibilities

• Log all problems and requests and actions taken.
• Provide first-response help desk support to all users.
• Assist with site support and project-specific tasks.
• Troubleshoot and resolve problems and satisfy requests.
• Support business applications used by AOC.
• Provide updates to end users per policy and procedures.
• Ensure proper documentation of closed problems.

Skills

Microsoft Windows 10

Clear communication

Fast-paced environment

Tools

Microsoft Windows Server

Active Directory

Office 365

Excel

Word

Visio

Job description

The ideal Helpdesk Coordinator will have knowledge and experience supporting and troubleshooting various Microsoft applications. The analyst is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand. They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and have the ability to organize, prioritize, and meet established deadlines. The analyst will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.

Qualifications and Skills Desired:

• Microsoft Windows 10
• Knowledge of Microsoft Windows Server, Active Directory, and Office 365 – training on AOC mainframe systems will be provided.
• Experience using Microsoft Excel, Word and Visio
• Must have good clear communication skills

Responsibilities:

• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
• Maintain a working knowledge of Help Desk and IT Operations procedures.
• Log all incoming problems and requests and actions taken to resolve them.
• Provide first response help desk support to all customers and users.
• Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
• Provide support for AOC business applications.
• Provide follow-up status to end-users in accordance with specified support policies and procedures.
• Ensure closed problems are adequately documented.