Helpdesk Coordinator

JOB SUMMARY

The Helpdesk Coordinator is the first point of contact for Campus Technology. This position provides support for the faculty, staff, and students via phone, email, and in person. The Helpdesk Coordinator also provides training to educate users on various systems and presents information about support and security to employees and students.

ESSENTIAL JOB FUNCTIONS

The employee in this position will have the following primary job functions:

• Serve as the public voice of Campus Technology
• Triage all support requests and either directly assist with the request or assign to the appropriate team member
• Create helpdesk tickets for all support requests that are received by phone, email, or in person
• Provide Tier 1 technical support for the Seminary’s faculty, staff, and students
• Dispatch Helpdesk Technicians to troubleshoot issues in person
• Assist students with accessing and using SBTS accounts (MySBTS, Google, Canvas)
• Assist residential students with internet access in campus housing
• Maintain, deploy, and update loaner devices available for faculty and staff checkout
• Provide troubleshooting and support for mobile devices
• Train end users on SBTS applications and systems
• Orient new faculty, staff, and students to SBTS technology and avenues for receiving technical support

EDUCATION AND EXPERIENCE

The ideal person in this position will have either 1-2 years of helpdesk experience or a commensurate level of relevant experience working in a technical and customer support role. Recognized industry certifications (A+, Network+, Security+) and proven administrative experience are also preferred.

SUPERVISION

The person in this position will supervise no one.

The person in this position will report to the Associate Director of Technology Support.

WORK ENVIRONMENT

The person in this position will work in a typical office environment.

EQUIPMENT

The person in this position will use the following equipment: computer, phone, standard office technology.