IT Support Coordinator (On-site)

Responsibilities

• Provide responsive help desk support by monitoring, prioritizing, and resolving user requests through the Jira ticketing system, ensuring timely communication, issue resolution, and adherence to established service levels.
• Affords assistance to the IT Help Desk in providing timely, accurate, and well-documented support for workstations, laptops, and mobile devices to end users in a thorough and professional manner.
• Supports the IT Help Desk in providing support for commonly used applications, including Microsoft Office, Remote Desktop, and VPN as directed by the IT Help Desk.
• Provides support, troubleshoots, and coordinates with vendors in resolving issues related to printers, scanners, and other office equipment.
• Aids in preparing, maintaining, and updating procedures for logging, reporting, and statistically monitoring desktop operations.
• Affords assistance in maintaining inventory of computer, networking, and all other IT-related equipment.
• Configures, maintains, and supports all workstations, printers, and miscellaneous devices as directed.
• Affords assistance in the maintenance of the Exchange e-mail server ensuring efficiency and uptime, including all email related applications.
• Affords assistance in the administration of the daily and/or weekly backups: helps analyze backup performance information, identifies areas of concern, and proposes design changes to rectify performance issues.

Requirements

• Knowledge of Information Systems, Computer Science, or a related field is an advantage.
• Internship/Apprenticeship experience in supporting an IT help desk, PC installation and maintenance.
• Working knowledge of Windows 7, Windows 10, Windows Server 2008/2012, Microsoft Office, and MS Office 365.
• Working knowledge of Mac OSX.
• Excellent customer service, oral and written communication skills.
• Ability to learn, follow processes and apply best practices related to the job.
• Ability to explain technical concepts and procedures to non-technical users.
• Using initiative and independent judgment within established guidelines and procedures.
• Ability to thrive in high-demand high-pressure situations.