Help Desk Coordinator

Help Desk Coordinator - Downtown Miami, Fl

JOB PURPOSE:

Provide end user technology solutions, company software and hardware problem resolutions and information relative to the company’s computer system.  Responsible for ensuring end-user computer questions and all related problems are resolved within defined company guidelines and assists in accurately identifying and tracking problem or other end user support trends.

RESPONSIBILITIES AND ACCOUNTABILITIES:

1.  Acts as the initial point of contact relative to technical problems and questions.  Resolves problems directly or escalates problems with complete problem description to the appropriate support group.

2.  Promotes end user education by facilitating information for the company’s knowledge base and frequently asked questions for publication in the company’s internal publications.  Stays apprised of new subject types and their appropriate placement in the tracking and knowledge databases.

3.  Assists in identifying end user computing solutions requiring advanced use of installed company software to include basic database and mailing list support, spreadsheet graphics and other commonly available functions within typical business productivity software (word processing, database and spreadsheet presentation graphics).

4.  Provides analyses of computer support issues represented by call events, issues and trends.  Works with Network Analysts and other support groups to collect, analyze and identify system-wide or recurring problems.
Utilizes the company’s tracking database to ensure proper documentation, timely follow-up and resolution on reported issues.  Develops action plans to reduce or eliminate recurring problems.  Monitors and reports on results.

5.  Adheres to existing service level agreements across groups/departments.  Understands the critical nature of the business and makes every reasonable attempt to achieve defined service level agreements.

6.  Arranges alternatives for end users when problems may cause the system to be nonfunctional for a period of time.

7.  Handles desktop and laptop hardware upgrades and repair.

8.  Handles audio/video troubleshooting.

9.  Coordinates new desktop equipment deployment.

10.  Establishes and maintains remote communications for company and company users via various software packages.  Provide desk side training and installation support when necessary.

11.  Supports AT&T Global Network Company as well as other remote connection solutions.

12.  Communicates specific training needs to the training staff and assists with actual classroom or individual training when applicable.

13.  Assists in the development of emergency response plans by arranging the most efficient alternatives for end users during all levels of system failures.  Notifies users prior to planned system downtime that may interfere with normal operations.

14.  Oversees hardware inventory recording and creates reports.

15.  Assists the implementation group with computer software testing, documentation and upgrades.

16.  Assists in the testing of new computer products and offers suggestions for training opportunities.

17.  Sets-up, tests, and troubleshoots handheld wireless devices and affiliated software.

18.  Maintains and monitors the Hotline e-mail and magic queues.

19.  Schedules and distributes the company’s end user computing equipment to include desktop computers, portable computers, local and network printers.

20.  Works with Telecommunications to support remote communications for company’s and company users via various software packages.

21.  Handles the ghosting of computers.

22.  Serves as initial point of contact for outer office System Administrators.

23.  Performs special projects as assigned.

MINIMUM QUALIFICATIONS REQUIRED:

1.  Education:  College or technical degree or equivalent work experience required.

2.  Experience:  Minimum of one year of varied computer experience with emphasis on personal computers and applications support.  Training and previous law company experience desirable.  Working knowledge, or the ability to acquire such knowledge, of popular software application programs such as Microsoft Office, other popular word processing, presentation, database, spreadsheet and communications packages, etc.  Support experience within a large LAN/WAN with distributed physical locations and enterprise electronic mail.

3.  Other Minimum Qualifications:  Excellent communications skills; strong sense of team, high level of initiative, strong organizational skills, including the ability to coordinate multiple support tasks simultaneously.  Extensive analytical and troubleshooting abilities.  Strong service orientation.  To perform this job successfully, the incumbent must possess the abilities or aptitudes to proficiently perform each of the responsibilities and accountabilities described above.  Examples include:  ability to work well under pressure, patience, diplomacy, high stress tolerance, excellent interpersonal communication skills, ability to prioritize workload and adapt to changing conditions.  Visual acuity needed for transcription, extensive reading and input (typing) of information into computer.  Ability to receive and convey detailed information through oral communication.  Essential competency processes include language ability, reasoning and memory.  Must possess ability to lift 20 pounds.  Occasionally must perform maintenance work on equipment while stretching or standing on a step stool or small ladder; must be able to raise arms above head.

This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by incumbents of this job.  The incumbents may be requested to perform job-related tasks other than those stated in this description.

 

Bell Industries offers a full array of benefits to include Medical/Dental/Vision /Life Insurances, paid time off, matching 401(k) and many others.

 

We look forward to receiving the resumes of interested candidates.

 

www.bellind.com