What are the responsibilities and job description for the Help Desk Coordinator position at TEST Catholic Charities?
Catholic Charities is seeking a Help Desk Coordinator to work on a short-term Windows conversion project for the Diocese and support the IT department. This position will require some local travel to set up and install laptops and computers. The position may take between 4-6 months and has the potential to become a permanent position, based on the individual. Responsibilities : Basic IT help desk and technical support, installing desktop hardware and software, and being able to work on multiple project simultaneously Perform all Level 1 Help Desk Tasks Answers the IT Services Help Desk telephone extension and manages / responds to any voicemail messages requesting assistance or reporting trouble. Enters electronic Help Desk tickets for all phoned-in requests Provides Level 1 technical support directly to customers whenever appropriate to quickly and efficiently resolve basic issues either over the phone, by remote desktop access or in person. Escalates trouble tickets to the Level 2 Help Desk Technician (L2) as necessary or appropriate. Familiar with work related to Windows 10 Upgrade Comfortable with new hardware set ups - specifically Desktops, Laptops and Printers. Excellent customer service skills - expect substantial interaction with users in offsite locations. Ability to travel to onsite and work independently. Provides follow-up communication to apprise customers of the status of open issues and the estimated time to resolution. Reviews and updates ticket notes in the Help Desk ticketing system to ensure clarity, completeness and accuracy. Mobile device provisioning, deployment, management and user support. Other administrative tasks as assigned Monitors the Help Desk ticketing system for new customer-generated requests and initiates follow-up communication with the customer to ensure that the reported problem is properly understood and prioritized Schedules on-site support calls when necessary and coordinates staff schedules and travel plans to maximize efficiency Helps to manage and maintain the IT Services Knowledge Base (wiki), by entering information acquired in the course of resolving trouble tickets into the appropriate article or subject category
