Help Desk Coordinator - Information Technology

Location: Remote - Dayton, OH

Full-time, regular position

About the role

The Help Desk Coordinator oversees IT Help Desk operations, ensuring optimal technical assistance for students, faculty, and staff. This role maintains accurate IT documentation, implements effective communication strategies for technology-related information, and manages the incident management process for all college-related issues. The employee provides second- and third-level support to the User Support group on network, authentication, VOIP, Papercut, and other technical issues.

Responsibilities

• Provide technical assistance to students, faculty, and staff in the operation of computing software and hardware
• Take ownership of the incident management process, ensuring timely and effective resolution of all IT-related incidents
• Process all incidents and service requests by precedence
• Create standard templates for common issues to improve incident handling procedures
• Manage the daily operations of the Help Desk to ensure optimal assistance and support is provided
• Maintain a high level of technical expertise to provide second-level support for help desk staff
• Ensure accurate logging of all issues and forwarding unresolved support issues to the appropriate teams or individuals
• Produce and review customer survey results for IT, Facilities, and eLearning divisions weekly
• Proactively communicate key feedback and trends identified from support interactions to relevant IT teams and leadership
• Communicate feedback to the appropriate departments and their managers
• Perform systems administration for help desk ITSM-based software
• Train new users when needed
• Work with management to determine escalation levels to ensure timely response for customer satisfaction
• Provide custom reports on incident and service request stats as scheduled or upon request
• Work with departments to maintain a comprehensive catalog of services and related service request workflows
• Hire and train Help Desk analysts to ensure quality support
• Ensure training includes thorough understanding of the incident management process, escalation procedures, and communication protocols
• Maintain help desk schedule to provide adequate coverage
• Coordinate twice daily checks for system outages during holidays
• Maintain the help desk standard operating procedures documentation with accurate up-to-date information
• Identify the need for new procedures, documents, and communicates to help desk staff as changes occur
• Review and update a database of 600+ knowledge articles regularly to provide effective incident resolutions
• Identify need for announcement of system-wide problems and scheduled maintenance for all visible services
• Develop clear and concise communication regarding these events, including impact, timelines, and any required user actions
• Publish announcements on the appropriate websites and communicates issues to IT staff
• Maintain New Hire Orientation presentation and records updated video annually
• Send PowerPoint twice monthly to all new hires or by request
• Attend weekly coordinator meetings and other department meetings as scheduled via Zoom or in person
• Participate in hiring committee meetings as needed
• Produce periodic “Hints from the Help Desk” articles for the college newsletter
• Develop and maintain a structured and consistent documentation format across all IT-related materials, including policies, procedures, system architecture, and troubleshooting guides
• Ensure documentation is user-friendly and easily accessible to the college community
• Conduct periodic reviews to ensure all documentation reflects the most current information
• Promptly update documents following system upgrades, process changes, or new deployments
• Proactively communicate updates to relevant user groups
• Assign responsibility for specific documentation to team members to ensure accountability and accuracy
• Collaborate with IT staff and other departments to collect input and verify the relevance of content
• Ensure documentation aligns with user communication strategies
• Identify key stakeholders for each update and tailor communication strategies to their needs
• Notify stakeholders of changes promptly using multiple channels, such as email, messaging platforms, or company-wide announcements
• Provide concise summaries of changes, emphasizing the most critical updates
• Ensure incident-related information and resolutions are effectively communicated to affected users
• Review feedback and analytics to identify opportunities for improving documentation practices and communication efficiency
• Analyze incident trends to inform knowledge base updates and proactive communication efforts
• Develop and execute a comprehensive communication plan for IT-related information impacting college users, including planned outages, new service deployments, security updates, and common issue resolutions
• Ensure timely and clear communication through various channels, such as email, website announcements, and other appropriate platforms
• Stay informed about industry best practices and tools for IT documentation management
• Offer training to team members on major documentation updates, particularly when new processes or systems are introduced

Requirements

• Minimum of an associate’s degree with an emphasis on computer or office information technology required; extensive technical training preferred
• Minimum 5 years of related work experience required; higher education experience preferred
• ITIL Certification preferred
• High level of expertise in computer/office automation applications and systems/network services required
• Strong organizational and written communication skills required
• Excellent supervisory, leadership, coaching, oral, and interpersonal skills are required
• Proficiency with documentation tools (e.g., SharePoint, Knowledgebase tools, cloud storage solutions) and version control systems preferred

Benefits

• Tuition waiver for employee and dependents for all Sinclair courses and programs
• Support for continued professional development, including tuition reimbursement for other universities and colleges
• OPERS pension participation, with 14% employer contribution
• 4+ weeks of personal and vacation leave, 3+ weeks of sick leave annually
• 14 days of annually observed company holidays
• Expansive and competitive insurance programs, including an HSA with annual employer contribution available
• High quality programs and events for work-life balance

Pay

Starting salary: $50,695.00