Help Desk Coordinator III

Objective:Provide first level helpdesk phone support and escalate calls to appropriate personnel. Provide backup to other helpdesk positions for backup monitoring, rotate tapes, update inventory, enter help desk calls into work order database and reassign as necessary. Monitor, operate and control/maintain computers and related peripheral equipment including keyboards, mice and printers. Responsible for workflow and scheduling, printing and delivery of assignments. Provide support services to internal and external users of the organization’s computer systems and data processing network. Act as a second level problem identification and resolution resource, including answering questions, providing advice, troubleshooting, and following-up to assist users in solving their application software problems. Coordinates user problem resolution with other departments or outside vendors if necessary and tracks and reports recurring problems.  Support and backup other MIS services, as needed, to include Control Entry, Data Processing, reporting and new strategic projects as assigned.

Hours:7:00-3:30; Monday-Friday Responsibilities: Extract/process print and distribute reports. Monitor and maintain computer system, peripherals and department logs. Monitor Backups and insure data is backed up. Escalate problems to System Administrator. Rotate backup tapes to offsite storage. Use Help Desk software to enter calls and assign to appropriate personal. Provide administrative support skills in an office environment. Acts as a first level problem identification and resolution resource, including answering questions, resetting network logins, and logging hung terminals, troubleshooting, and following-up to assist users in solving their own data processing problems. Maintain user accounts and printer definitions in Misys. Provide tier 1 and 2 support for Misys related issues that come into the helpline. Provide ongoing support services to internal and/or external users of the organization’s computer systems and data processing network. Project coordination for MIS software application implementation or operational change/improvement. Compliance and security testing for software applications. Assist in updating the equipment inventory. Observes operation of equipment and reports any deviations from standard to appropriate MIS staff. Work as a team member within the Information Systems department and all other departments. Other related duties as assigned.  Education:A minimum of high school diploma or its equivalency. College education preferred. Experience:Minimum 2 years intermediate level computer operations or related data processing experience. Knowledge of PC’sFamiliar with MS Office Professional. Previous Help Desk experience preferred.Worked in a networked, PC, server based Microsoft AD environment.