IT Help Desk Coordinator - Campus Tech Support

Office of the Commissioner of Insurance and Safety Fire; Lawrenceville (GA); On-site; USD 53,000 - 65,000; Full time

Job summary

Gwinnett Technical College is seeking a full-time Help Desk Coordinator for the Lawrenceville campus, reporting to the Executive Director of Information Technology. The role oversees daily Help Desk operations and coordinates technology support services for faculty, staff, and students.

This position requires an Associate’s degree and two years of related experience (experience may substitute for the degree). A Bachelor’s degree in IT/CS and relevant certifications are preferred.

Qualifications

• Minimum Qualifications: Associate’s degree and two years of work-related experience (experience may substitute for the degree on a year-for-year basis).
• Preferred Qualifications: Bachelor's degree in IT, CS or related field; experience in higher education tech support; experience coordinating, mentoring, or supervising technical support personnel; experience with M365 administration, Entra ID, endpoint management, and device deployment; relevant certifications such as CompTIA A+, Network+, Security+, and Microsoft certifications.

Responsibilities

• Coordinate day-to-day Help Desk operations and ensure timely resolution/escalation of IT support requests for faculty, staff, and students.
• Supervise, train, schedule, and guide Help Desk staff and student workers to maintain high levels of service and support.
• Develop, maintain, and improve Help Desk procedures, workflows, knowledge base resources, and service standards.
• Monitor ticket queues, service levels, and performance metrics; prepare reports and recommendations for improvements.
• Provide advanced troubleshooting and support for Windows, macOS, ChromeOS, mobile devices, and enterprise applications.
• Collaborate with IT teams, campus departments, and vendors to resolve issues and support technology initiatives.

Job description

Gwinnett Technical College is seeking a full-time Help Desk Coordinator for the Lawrenceville campus, reporting to the Executive Director of Information Technology. The role oversees daily Help Desk operations and coordinates technology support services for faculty, staff, and students.

This position requires an Associate’s degree and two years of related experience (experience may substitute for the degree). A Bachelor’s degree in IT/CS and relevant certifications are preferred.