Help Desk Coordinator | Onsite @ Alverno College

About the Company

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty, and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

About the Role

The Help Desk Coordinator serves as the primary point of contact for technology support across campus, ensuring timely and effective resolution of IT issues for faculty, staff, and students. This role blends technical expertise with exceptional customer service and organizational skills to maintain a responsive and user-friendly help desk environment.

Responsibilities

• Help Desk Operations
  • Manage daily operation of help desk including ticket intake, assignment, escalation, and resolution tracking
  • Maintain and update the help desk service catalog, knowledge base, and documentation
  • Monitor service levels and ensure timely responses to support requests
  • Manage student workers and develop student training program
• User Support
  • Provide tier 1 technical support for hardware, software, network, and account-related issues
  • Provide tier 2 support for hardware and software
  • Escalate tier 3 support for hardware and software
  • Train and assist users in basic troubleshooting and use of campus technologies
  • Coordinate with IT staff to resolve complex issues and ensure follow-through
• Communication & Coordination
  • Serve as liaison between IT Services and campus departments
  • Communicate system outages, updates, and scheduled maintenance to the campus community
  • Oversee IT onboarding processes for new employees and students and provide technology orientation
  • Assist with development of IT policies, procedures, and documentation
  • Maintain IT external website, Teams site, and MyAlverno site
• Reporting & Improvement
  • Generate weekly and monthly reports on key IT service delivery metrics including help desk performance and user satisfaction
  • Identify trends and recommend improvements to support processes and tools – including case management tool
  • Participate in planning and implementation of IT projects and upgrades

Requirements

• 2+ years of experience in a help desk or technical support role
• Strong working knowledge of Windows, macOS, and common software applications
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or similar)
• CompTia A+ or ITIL certification or equivalent is a plus

Preferred Skills

• Exceptional customer service orientation with a problem-solving mindset
• Enthusiasm for learning and sharing new technologies
• Strong interpersonal and communication skills
• Analytical skills for identifying recurring issues and recommending improvements
• Ability to multitask, prioritize, and work independently in a fast-paced environment

Benefits

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial, or learning interests
• 401k with match & BrightPlan – to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness programs including:
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
  • RethinkCare & Wellthy – caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team

Professional Development

• Education Assistance Program
• Professional development opportunities
• LinkedIn Learning