Help Desk Coordinator

The Help Desk Coordinators provide telephone support in a help desk environment for all IT supported technologies, as well as user administration and other Operational roles. End User Support
• Perform diagnosis of end-user calls.
• Achieve 85% or better call reception.
• Perform systems problem identification and resolution related to issues such as printer queues, file permissions, system administration, and software used by end users.
• Analyzes desktop computer problems related to PC hardware, software, networking, communication, peripherals, and configuration.
• Process user password resets in all IT systems.
• Troubleshoot VPN connectivity issues. Escalate VPN/DNS issues to the network administrators.
• Configure and deploy wireless network connections. Troubleshoot wireless network issues as needed. Troubleshoot SAP issues.
o Work with SAP to resolve SAP printing issues.
o Reports SAP issues to SAP Basis Team or Business Analysts.
• Support Lotus Notes software.
o Configure Lotus Notes for single and multiple user clients.
o Troubleshoot and repair all Lotus Notes software issues including email, calendar, replication, address books, and archiving issues.
o Train users on functionality of the software. System Support
• Complete data backups.
o Complete daily, weekly, and monthly tape backups in the Chaska data center.
o Monitor global tape backups, and report all issues to local IT support.
o Restore data files and folders from tape backups in Chaska data center.
• Monitor the global network and critical IT systems.
o Report all network outages and down IT systems to the end users.
o Work with network vendors and system support to resolve all outages.
• Administrate email groups, access control groups, database access and ITMR ticket system in Lotus Notes.
• Administrate folder security across the global network in Active Directory.
• Create, delete and deploy groups in Active Directory.
• Software
o Deploy and monitor software licenses.
o Create software installation packages/scripts.
o Assist and troubleshoot installations packages via SMS. Operations Support
• Create, terminate, and administrate user accounts in Active Directory, Lotus Notes, SAP, and other IT systems.
• Maintain asset records of all IT hardware in the Entegris Asset Database.
• Administrate cellular devices.
o Order and implement new cellular devices, including Blackberries.
o Administrate Blackberry accounts globally via the Blackberry Enterprise Server.
o Troubleshoot Blackberry issues, including data access issues.
o Cancel cellular devices upon termination.
• Assist in the Sarbanes Oxley Audit.
o Verify all user accounts and ITMR's that are audited are completed correctly.
o Research faults in the SOX audit. Documentation
• Maintain documentation to ensure efficient and accurate department operations.
• Maintain effective shift notes and shift checklists for Sarbanes Oxley compliance.
• Properly log a troubleshooting ticket for every IT system issue.
• Complete authorization process for new hardware, software, and access changes.
• Monitor, distribute and complete IT maintenance requests logged from the intranet page.
• Create, edit, approve/deny, and follow Standard Operating Procedures.
• Create documentation to assist the end users.  

Associate Degree in Computer Science or related field.

1 year of experience with Help desk/data center environment completing PC hardware and software repair and networking basics.

Occasional over-time on holdiays may be required.

Bachelor's Degree in Computer Science or related field is preferred

A+ certification is preferred. 

• Knowledge of Windows NT/2000/XP operating systems
• Strong communication skills
• Strong interpersonal team skills
• Ability to troubleshoot
• Ability to work in a fast paced 24/5 work environment
• Knowledge of the following applications:
- Windows 98/2000/NT/XP
- Lotus Notes R5/R6
- SAP
- UNIX


If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=510414-3-613