Helpdesk Coordinator

Description

The successful candidate will analyze, triage and resolve helpdesk tickets. The tickets will relate to computer, wireless technologies, printing and network troubleshooting. The coordinator will be a primary point of contact for technical inquires from the organization. Continual process and procedure improvement suggestions will also be part of the role. The candidate must also interface with external contract facilities, key vendors and new/existing system users. Provide instrumental enduser support and external vendor coordination for an organization over 700 employees. Manage ticket queue for proper triaging and adherence to SLAs End to end printing support and management (100+ printers, service contract 120k+) Ownership of wireless technology accounts and support (500+ lines of service) Level 1 troubleshooting and ticket resolution (Hardware, software, security and network) Ordering and maintaining computer related equipment for the organization (400k yearly) Manage licensing and software accounts (Microsoft, Adobe 300k yearly). Installation of research and business applications. Oversee work performed by local service providers/suppliers to ensure performance according to standards. Research additional functionality of current and potential software solutions. Develop user and system administration documentation and train users, as applicable. Monitor and report to management on the status of project efforts, anticipating/identifying issues that inhibit the attainment of project goals and implementing corrective actions.