Coordinator, Service Desk

Location
Alexandria, Virginia
Posted
Jun 24, 2021
Closes
Jul 30, 2021
Ref
2234
Industry
Education
Hours
Full Time
Job Description

The Service Desk Coordinator maintains and coordinates requests for support of the division's computer and telephone network equipment in operating conditions. This position reviews service requests and direct technical support by means of service desk ticketing software to meet the technology needs of the district. Creates and manages project-based activities as well as daily service requests. Troubleshoots and assists with installations and user systems and application software. Instructs staff in the use and operation of the various software programs. Maintains documentation, technical information and resolves immediate operational and/or safety concerns. Creates directions, documents activities creates and maintains the helpdesk knowledgebase.

Qualifications

Education: Bachelor's degree or equivalent experience in job-related areas.

Certificates & Licenses: None required.

Experience: 5 years in related technical field Job-related experience with service ticketing systems, inventory systems, and running associated reports. Monitoring increasing levels of support with the experience in prioritizing daily workloads are required.

Key Competencies: Proficient in business telephone etiquette; computer operating systems; and pertinent software applications. Troubleshooting of systems, managing helpdesk ticketing software and tickets.

Essential Functions
  • Assesses computer, network, or software malfunctions (e.g. application software, computer equipment, network software, etc.) to effect repair and return to operation. Properly assign staff for direct support.
  • Coordinates with other staff or vendors to provide Help Desk dispatch, troubleshooting, escalating issues to appropriate personnel for resolution, and/or assigning practices for repairs.
  • Inspects computer and network equipment requiring specialized computer repair and troubleshooting skills to identify and verify repair needs.
  • Installs software products and various peripheral equipment on computers (e.g. application software, scanners, external drives,
  • Maintains manual and electronic documents, files, and records to document activities and/or provide an up-to-date reference and audit trail.
  • Prepares written materials (e.g. reports, memos, letters, etc.) to document activities, provide written reference, and/or convey information.
  • Assists in inventory management by use of inventory management software. Inventory all equipment, supplies, and materials to maintain the availability of required items and complete jobs efficiently.
  • Responds to inquiries to provide information and/or refer to appropriate personnel.
  • Trains selected personnel to ensure their ability to provide support to end-users.
  • Attends meetings as assigned to convey and/or receive information required to perform functions.
  • Assists other personnel as may be required to ensure an efficient and effective work environment.

Clearances
  • Criminal Justice Fingerprint/Background Clearance.
  • Tuberculosis Skin Test.

WP

Primary Location:
Central Office
Salary Range:
$67,622.40 - $83,136.00 / Support SUP-35
Shift Type:
Full-Time

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