Help Desk Coordinator

Help Desk Coordinator

Location: Ft. Worth, TX

Job Type: Full-Time / Hourly / Non-Exempt

Department: Campus Technology

Reports To: Help Desk Manager

Standard of Christian Commitment

The divine mission of the Seminary mandates that all personnel must demonstrate a commitment to the purposes of the Seminary. Every employee shall be an active member of a local church of believers in Jesus Christ as Lord and Savior. It is expected that conduct becoming a follower of Jesus Christ will be portrayed in the community.

Job Summary

The Help Desk Coordinator is part of the Help Desk team that provides support to faculty, staff, and students and helps in resolving their issues. The Coordinator is responsible for answering the phone, and then processing and prioritizing the work to resolve the issue. They are also responsible for managing incoming tickets received through the Help Desk Ticket System and emails set to the department email.

Essential Job Functions / Responsibilities

• Answers the Help Desk telephone and emails for the team;
• Inputs Campus Technology work orders and assigns them to the proper staff;
• Coordinates Ticket completion by the Computer Support Technicians and other staff;
• Provides users with basic instructions on common technical questions;
• Maintains basic user documentation;
• Communicates positively across inter-departmental lines; and
• Performs other related duties as assigned and specific to area of responsibility.

Skills / Requirements

• Familiar with Microsoft Windows computers including some Microsoft Office applications including Word, Excel, and Outlook.
• Ability to connect personal devices to wireless networks.
• Excellent Verbal Communication, Organization, Time Management, Reporting Skills, Scheduling, Administrative Writing Skills
• Must enjoy interacting with a diverse group of people from all backgrounds and age groups.
• Exhibit a humble, patient, and collaborative spirit in order to create a healthy and vibrant work culture for the staff team.
• Possess a strong work ethic and initiative.
• Ability to multi-task, pay attention to detail, and be a team player.

Qualifications / Education

• Bachelor's Degree or equivalent
• Valid driver's license
• Successful completion of background check, MVR, and credit check may be required.

Supervision

• Some Supervisory responsibility
• Reports to the Help Desk Manager

Decision-Making Responsibilities

• None

Exposure to Confidential Information

• Yes

Physical Requirements

• Physically able to sit and stand for long periods of time,
• Able to use computer and move about office to interact with other staff members,
• Able to attend meetings on site,
• While performing the duties of this job, the employee is regularly required to talk and hear.