Coordinator, Help Desk

About LCI

LCI’s mission is to provide meaningful employment for the blind and visually impaired. We accomplish this in four ways:

• Employ: We are one of the largest employers of people who are blind, creating meaningful careers and lasting skills that transform their lives.
• Build: We create over 2,000 products and distribute thousands more through manufacturing, retail, nationwide distribution, and e-commerce channels.
• Serve: Many of our products are sold directly to the federal government. We were pioneers of “base supply centers,” stores on military bases that employ the blind and visually impaired and provide mission-critical supplies to our nation’s military.
• Support: We want to end blindness forever. To that end, we engage in philanthropic efforts for research into blindness and treatment for the visually impaired.

About the Role

The Coordinator, Help Desk handles all first-level support requests from designated base stores, Las Vegas, Kentucky, and Durham locations.

Location: Durham, NC
Schedule: Monday-Friday 7:30 AM – 4 PM

Responsibilities

• Organize and prioritize support issues and all IT telephone calls for second and third-tier support functions.
• Log and prioritize all IT issues to ensure that no issue goes unresolved.
• Organize, add users, and control security for the active directory.
• Manage VPNs and remote connections for off-site users.
• Ensure virus definitions and antivirus solutions are present and standard throughout the enterprise.
• Ensure all backups are done as scheduled and logged to maintain system integrity.
• Prepare and configure new hardware.
• Monitor and perform OS updates and other Microsoft upgrades as designated by Senior Systems Engineer.
• Use network monitoring utilities to ensure all servers and alerts are queried.
• Maintain logs of all activities in the public folders.
• Ensure network availability remains high by interfacing with other IT personnel when issues arise.
• Coordinate and assist with Mississippi help desk and ensure that all hours are covered and scheduled.
• Complete special IT projects as instructed by IT management.

Requirements

• Two-year degree preferred.
• Five years of related work experience.
• Good phone skills required; must be able to communicate with a variety of individuals (technical and non-technical).
• Working knowledge of enterprise systems, hardware maintenance, networks, and knowledge of Axapta is extremely helpful.

Benefits

• Purpose-driven company driven by principles, not profit.
• Opportunities for upward mobility, rewarded through hard work.
• Competitive salary and compensation.
• Basic life insurance at no cost to the employee.
• 401(k) with match and surplus-sharing plans.
• Health, dental, and vision insurance.
• Ten paid holidays annually.
• Paid Time Off (PTO).
• On-site health and wellness program.
• Employee Assistance Program (EAP).