Service Desk Coordinator (Remote)

Military, Veterans and Diverse Job Seekers; West Palm Beach (FL); Remote; USD 35,000 - 52,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers is hiring a Service Desk Coordinator to support end users remotely. The role involves troubleshooting computer hardware and desktop software, documenting issues, and escalating where necessary.

You will coordinate with teams to ensure fast resolutions, manage security access and asset inventories, and contribute to backup and offsite storage processes. A high school diploma is required; an associate degree is preferred.

Qualifications

• High School diploma or GED required.
• Associate's degree preferred with coursework in computer science or information systems.

Responsibilities

• Troubleshoot and resolve end-user computer equipment and desktop software issues.
• Document reported problems for statistical reporting using Service Desk software.
• Determine problems to resolve immediately or escalate to appropriate teams.
• Coordinate escalated issues to ensure prompt resolution.
• Distribute daily summary reports of unresolved problems to staff.
• Assist with software license agreements and monitor their distribution.
• Monitor server room environment and report any issues to supervisor.
• Manage security access and inventory of hardware/software assets.
• Install new hardware and software as needed.
• Perform backup tape rotation and offsite storage coordination.
• Participate in special projects and emergency duties as required.

Education

High School diploma or GED

Associate's degree with coursework emphasis in computer science, information systems, or closely related field

Job description

About the job Service Desk Coordinator (Remote)

Essential Functions:

• Functions as the part of the Districts IT Service Desk team assisting end users to perform troubleshooting and resolution of computer equipment and desktop software problems as they occur.
• Documents all reported system problems for the purpose of submitting statistical report. Uses existing Service Desk Software to record and report information such as time of first response, timing of escalations, time of final resolution, and time of problem follow up.
• Determines problems that can be resolved immediately and personally or directs problems to the appropriate entities for resolution.
• Coordinates with those to whom the problem has escalated to ensure expedience in addressing and resolving the problem.
• Ensures daily distribution of summary reports to department staff that outlines problems currently unresolved.
• Assists with software license agreements and monitors their distribution.
• Monitors computer room environment to ensure servers are kept functional and reports all problems to supervisor.
• Maintains security access as requested via User Registration Forms.
• Maintains security forms and inventory of hardware and software and their related assets tracking.
• Installs new hardware and software when necessary.
• Daily replaces tapes in weekly backup cycle.
• Coordinates offsite storage and retrieval of backup tapes.
• Performs various special projects as directed.
• Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.

Education:

• High School diploma or G.E.D. required. Associate's degree with coursework emphasis in computer science, information systems, or closely related field preferred.

Experience:

• One (1) to three (3) years progressively responsible experience in supporting and troubleshooting applications as well as end user needs required.

Certification:

• A+ certification preferred.

Licensure:

• Valid Florida Driver's License required.