IT Help Desk Coordinator — On-Campus Support Lead

Gwinnett Technical College; Lawrenceville (GA); On-site; USD 50,000 - 68,000; Full time

Job summary

Gwinnett Technical College’s Lawrenceville campus seeks a Help Desk Coordinator to oversee daily IT support operations and serve as the primary liaison for faculty, staff, and students.

In this on-campus role, you will supervise Help Desk staff and student workers, develop processes and knowledge resources, and ensure timely resolution and escalation of tickets. The position reports to the Executive Director of Information Technology and offers a 40-hour work week.

Qualifications

• Associate’s degree and two years of work-related experience (experience may substitute for the degree on a year-for-year basis).
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience in higher education technology support and supervising technical staff is a plus.
• Microsoft 365 administration, Entra ID, endpoint management, and device deployment certifications are a plus.

Responsibilities

• Coordinate day-to-day Help Desk operations, ensuring timely resolution and escalation of technology support requests for faculty, staff, and students.
• Supervise, train, schedule, and provide guidance to Help Desk staff and student workers to maintain high levels of customer service and technical 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 continuous improvement.
• 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, implement solutions, and support technology initiatives.
• Perform other duties as assigned in support of Information Technology operations and institutional goals.

Education

Associate’s degree

Bachelor's degree (preferred)

Job description

Gwinnett Technical College’s Lawrenceville campus seeks a Help Desk Coordinator to oversee daily IT support operations and serve as the primary liaison for faculty, staff, and students.

In this on-campus role, you will supervise Help Desk staff and student workers, develop processes and knowledge resources, and ensure timely resolution and escalation of tickets. The position reports to the Executive Director of Information Technology and offers a 40-hour work week.