Coordinator, Help Desk

Position Overview

The Coordinator, Help Desk is responsible for providing rapid response for end-user support and coordinating hardware and software needs through ticketing, calls, and emails. Working closely under the direction of the Manager, Help Desk, the Coordinator will also provide critical onsite support during the Sundance Film Festival. This full-time position is based within the greater Salt Lake City area, with the option to work remotely. The role requires working extended hours, including mornings, evenings, and weekends.

Top Priorities

• Resolve tier 1 and tier 2 end-user support within 24 hours or as soon as possible, escalating as necessary.
• Tier 1 tasks include account creation, password resets, hardware setup assistance, and basic troubleshooting.
• Tier 2 tasks include remoting into a user’s computer to apply fixes and updates, assigning applicable licenses to an end user, or making adjustments to an end user’s account, or assisting in application management.
• Administer Windows OS, MacOS, software application updates and patches as assigned.
• Maintain printers by replacing toner, clearing jams, and proactively ordering replacement toner.
• Install and manage communication platforms such as Zoom and Slack to ensure end users have phone provisioning, video conferencing capabilities, and chat functions.
• Set up, configure, and test all new employee workstations prior to their first day of work.
• Conduct new employee tech orientations and ongoing training of systems and equipment as necessary.
• Travel to the Festival and other event worksites for setup and support as needed.
• Create and maintain end-user Google G Suite Apps.
• Track and organize hardware and software inventory and coordinate loaned hardware checkout and check-in, ensuring adherence to all procedures.
• Perform equipment repair of laptops, memory replacement, battery replacement, hard drive replacement as needed.

Qualifications

• 2 years of experience configuring and administering Mac/PC mixed environment of computer equipment and mobile devices.
• Valid driver’s license and successful completion of MVR background check.
• Great customer support skills and the ability to explain complex technical issues in easy to understand terms.
• Ability to de-escalate tense situations and upset end-users.
• Ability to work autonomously and in a team environment.
• Experience with network switches, network cabling, configuration and troubleshooting of network printers and copiers.
• Knowledge of Google Apps for business, including Gmail, Docs, Sheets, and Slides.
• Outstanding verbal, written, and interpersonal communication skills required to work effectively with a wide variety of people.
• Excellent organizational skills with the ability to multitask.
• Experience with video conference, audiovisual equipment, and projectors preferred.
• Experience with Help Desk issue tracking software preferred.

Skills

• Legal authorization to work in the United States.

Benefits

• Health, vision, and dental insurance.
• 25 paid Institute holidays plus accrued vacation time.
• Paid sick, family, and medical leave.
• Employee Wellness initiatives.
• 401(k) with automatic 3% employer contribution after one year of employment.
• Sundance Film Festival passes and benefits (varies each year).