Help Desk Coordinator

The HelpDesk Coordinator plays a pivotal role as the first point of contact for IT support, ensuring users receive exceptional service while maintaining accurate and detailed documentation for efficient issue resolution. This role involves triaging incoming support requests, creating and managing tickets, and overseeing their progress to ensure proper tracking and timely resolution. The HelpDesk Coordinator provides prompt and professional assistance to address basic user inquiries and technical challenges, fostering a positive user experience. Additionally, this position manages IT inventory by tracking assets and supports SLA monitoring and reporting to maintain compliance with service standards. By streamlining IT operations and providing administrative support, the HelpDesk Coordinator is instrumental in enhancing overall operational efficiency and user satisfaction.

• Essential Duties:

• HelpDesk:
  • Act as the first point of contact for IT support, responding promptly to phone calls, emails, and tickets.
  • Triage incoming support requests, create accurate and detailed tickets, and assign them to the appropriate team member or technician.
  • Provide tier 1 technical support, such as password resets, account unlocks, and troubleshooting for common issues (e.g., printers, Wi-Fi, and Office 365).
  • Resolve First-Call Resolution (FCR) issues to minimize user downtime.
• Administrative:
  • Monitor ticket status and ensure timely resolution, adhering to SLA requirements and escalating issues as needed.
  • Track and manage IT inventory, including hardware and software assets.
  • Monitor IT System Alerts and take action to resolve or create escalation tickets for appropriate system owner.
  • Generate SLA and ticket status reports to maintain transparency and support operational decision-making.
• Documentation and Knowledge Base Maintenance:
  • Maintain detailed and accurate documentation of IT processes, ticket resolutions, and asset information.
  • Develop and update knowledge base articles to enable self-service support and streamline operations.
  • Work with IT Manager and other staff to develop and maintain IT documentation.
• Collaboration and Continuous Improvement:
  • Work with the IT Manager to identify opportunities for improving helpdesk workflows and operational efficiency.
  • Participate in IT projects, providing administrative support and ensuring alignment with organizational goals.

• Core Competencies:

• Customer Focus: Demonstrates exceptional user empathy and a commitment to delivering outstanding customer service.
• Communication Skills: Possesses strong verbal and written communication abilities to effectively interact with users and colleagues.
• Technical Proficiency: Familiarity with ticket workflow and queue management systems (Jira preferred), basic Windows desktop OS, Office 365, and iOS mobile devices.
• Problem-solving: Exhibits good judgment and the ability to troubleshoot and resolve issues efficiently, including First-call Resolution (FCR) tasks.
• Adaptability: Thrives in a dynamic environment with evolving priorities and works independently while maintaining a collaborative team approach.
• Mission-Driven: Shows a passion for contributing to a socially conscious, mission-driven organization.

• Education and Experience:

• Experience:
  • Minimum of 1 year of customer service or service desk experience in a technical environment.
  • Preferred: 2 years of experience in IT support or progressively responsible roles, demonstrating knowledge of ticket management and workflow optimization.
• Education:
  • High school diploma or equivalent required.
  • Certifications preferred, such as CompTIA A , ITIL Foundation, or related credentials in IT support.
• Technical Knowledge:
  • Familiarity with ticketing systems (e.g., JIRA) and IT inventory management tools.
  • Basic understanding of Windows OS, Office 365, and iOS mobile devices.

• Work Environment:

• This is an in-office position with the opportunity to work remotely on occasion.

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  About Lifelong:

  Lifelong is a community health organization committed to removing barriers to health with relentless compassion so that no one faces illness and injustice alone.

  We lead with heart. Our respect for people drives our mission. For over 40 years, Lifelong has fought health inequities so that everyone can have the opportunity to thrive. Our comprehensive services include food and nutrition, healthcare navigation, aging and disability support, and connection to housing and other vital resources.

  We are looking for passionate, dedicated people to join our talented team and make real, meaningful changes in the daily lives of those living with chronic and life-threatening illnesses in their community. Lifelong offers exceptional benefits, including paid time off, medical and dental coverage in addition to a balanced work-life integration.

  Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Lifelong, we are dedicated to building a diverse, equitable, inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

  EEO Statement:

  Lifelong is committed to creating an accessible, supportive environment and experience that recognizes diversity and cultural competence as integral components of what we do.

  We are an Equal Employment Opportunity Employer and as such, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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  DISCLAIMER: INTENT AND FUNCTION OF JOB DESCRIPTIONS

  Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

  Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are an integral part of a compensation system, effective performance review system, related promotion, transfer, layoff, etc. decisions.

  All descriptions have been reviewed to illustrate the job functions and basic duties, in addition to peripheral tasks or that could generally be considered as other duties as assigned.

  In no instance, however, should the duties, responsibilities and requirements be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Requirements, skills and abilities included have been determined to illustrate the minimal standards required to successfully perform the positions.