What are the responsibilities and job description for the IT Help Desk Coordinator position at Cloverdale Foods?
Job Summary:
The IT Help Desk Coordinator delivers top-tier, enterprise-level incident support to our employees through our Service Desk System. In this role, you will diagnose and triage break/fix incidents, ensuring efficient and effective resolution. The ideal candidate will possess strong reliability, patience, a collaborative mindset, and excellent communication skills to interact clearly and professionally with users.
Key responsibilities include troubleshooting desktop and laptop connectivity issues, configuring operating systems, and utilizing remote desktop tools to provide support. You will engage with clients through email and chat applications, offering prompt solutions to IT-related challenges. Direct interaction with users is required, and more complex issues will be escalated to senior technical support staff as needed. Additionally, you will be responsible for creating or updating clear written instructions and technical manuals to assist users. Successful candidates will have a proactive approach to problem-solving, a strong attention to detail, and a commitment to providing outstanding customer service.
Office Environment: 90% of the work is conducted in an office setting, involving time spent on computer research, project management, and communication with team members and stakeholders. Frequent participation in both in-person and virtual meetings, including project updates, strategy sessions, and presentations to management and stakeholders.
Production Environment: 9% Regular visits to the production areas will involve exposure to machinery, noise, varying temperatures, humidity, and wet conditions.
Travel: <1% Occasional travel for training, meetings, conferences, etc.
Schedule: Flexible schedule, including evenings, weekends, and holidays as needed based on operational requirements.
