Help Desk Coordinator/Administrative Assistant - Indianapolis, IN/On-Site

The Helpdesk Coordinator/Administrative Assistant role is structured with approximately 50% dedicated to helpdesk support, 30% administrative assistance, 10% procurement related tasks, and 10% allocated to other duties as assigned, including event coordination, account management backup, and special projects.

About the Role

The Helpdesk Coordinator plays a pivotal role in supporting the operational and administrative functions of the Office of Technology and Cybersecurity (OTC). Reporting directly to the CIO, this position serves as the first point of contact for helpdesk inquiries, ensuring prompt and professional resolution of technical issues while also managing a variety of administrative, procurement, and organizational tasks. The coordinator works closely with OTC leadership to facilitate smooth day-to-day operations, maintain organizational data, and support strategic initiatives. This role requires a high level of professionalism, confidentiality, and adaptability to support executive-level needs and division-wide coordination.

Key Responsibilities

• Serve as the first point of contact for general questions from OTC users.
• Work with internal subject matter experts (SMEs) to gather accurate information and provide timely responses to end users.
• Maintain documentation of ticket resolutions and contribute to knowledge base updates.
• Monitor and resolve assigned helpdesk ticket categories, with a focus on procurement-related tickets and routing them appropriately.

Required Experience

• 5–7 years in IT helpdesk or technical support roles, including experience in cross-functional coordination, ticket triage, and customer service.
• Minimum 3 years in procurement coordination or purchasing support.
• 5–7 years in executive-level administrative support, including HR coordination, travel logistics, and vendor collaboration.
• Minimum 3 years in account or identity management support.
• Minimum 3 years in event planning or coordination.

Qualifications

• Associate degree or higher in Information Technology, Business Administration, or a related field is required.
• Relevant industry certifications or similar credentials are considered a strong plus.
• Equivalent combinations of education and professional experience (minimum 5–7 years in helpdesk and administrative support roles) may be considered in lieu of formal degrees.
• Experience with helpdesk ticketing systems and basic troubleshooting.
• Familiarity with procurement workflows and PO systems.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with SharePoint, scheduling tools, and organizational chart software.
• Understanding of VPN setup and access request procedures.

Technical & Operational Skills

• Experience with helpdesk ticketing systems and basic troubleshooting.
• Familiarity with procurement workflows and PO systems.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with SharePoint, scheduling tools, and organizational chart software.
• Understanding of VPN setup and access request procedures.

Administrative & Communication Skills

• Strong written and verbal communication skills.
• Ability to manage calendars, coordinate meetings, and handle confidential information.
• Skilled in drafting professional correspondence and documentation.
• Experience coordinating travel and managing logistics.
• Experience working with external vendors (e.g., CAI) on staffing and onboarding.

Organizational & Interpersonal Skills

• Exceptional attention to detail and time management.
• Ability to multitask and prioritize in a fast-paced environment.
• Professional demeanor and customer service orientation.
• Ability to work independently and collaboratively across teams.

Confidentiality & Discretion

• Demonstrated ability to handle sensitive information with integrity.
• Commitment to maintaining confidentiality in all aspects of the role.