Help Desk Coordinator

Our Purpose - We support and empower everyone in our community to learn without limits.

Our Values

• We cultivate a welcome and supportive environment.
• We Care About The Well-being Of Each Other.
• We instill trust through integrity and transparency.
• We encourage fearless innovation and resilience.
• We collaborate to build a better future.

Our Mission

We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations. Together, we enrich the lives of students and their families; develop a talented workforce; and partner with our community to lead boldly into the future.

About the Role

The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes.

Responsibilities

• Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels.
• Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs.
• Maintains a positive and empathetic approach when addressing diverse student and faculty needs.
• Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards.
• Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources.
• Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope.
• Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources.
• Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.
• Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume.
• Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies.
• Participates in discussions related to technology planning, user experience enhancements, and service optimization.
• Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system.
• Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments.
• Helps implement standard operating procedures for incident intake, triage, escalation, and closure.
• Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried.
• Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care.
• Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes.
• Provide technological support for events across the entire organization.

Requirements

• Associate’s degree required; bachelor’s degree in information technology, computer science, or a related field preferred.
• Minimum of three years of experience in technical support or help desk operations required.
• Minimum of one year of supervisory or team lead experience required.
• Higher education experience preferred.
• Valid driver’s license (if campus travel is required).
• Background check as required by college policy.

Skills

Knowledge

• Knowledge of Help Desk operations, ticketing workflows, and customer service principles.
• Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues.
• Knowledge of ITIL or similar service management best-practice frameworks preferred.

Skills

• Skill in communicating clearly and effectively in both written and verbal formats.
• Skill in leading teams, mentoring staff, and resolving conflict constructively.
• Skill in organizing work and prioritizing responsibilities in a high-volume support environment.
• Skill in using collaboration platforms such as Microsoft Teams.

Abilities

• Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations.
• Ability to analyze problems quickly and determine appropriate escalation paths.
• Ability to manage multiple priorities and deadlines effectively.
• Ability to build trust and maintain effective working relationships across campus.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work flexible hours as needed during peak support periods or special events.

Physical Requirements

• Ability to lift and carry up to 30 pounds.
• Occasional standing, walking, or travel across multi-building campus locations.
• Occasional non-standard work hours for urgent issues or campus events.

Pay

$48,815 - $61,019