Help Desk Coordinator 1

JOB DESCRIPTION:

Help Desk Coordinator will assist customers with computer and application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred.

Position is a hybrid model. Selected applicants will be required to work remotely and report on-site. Hours are Monday- Friday- 8:30 am to 4:30 pm IN OFFICE (1 day REMOTE: Tuesday, Wednesday or Thursday).
Note: 35- hour work week.
All training will be conducted on premises at 25 Market St. Trenton, NJ.
2-year college degree or equivalent technical study preferred.
Training on the AOC procedures and system will be provided.
SUMMARY:
The ideal Helpdesk Coordinator will have knowledge and experience supporting and troubleshooting various Microsoft applications. The analyst is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand. They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and have the ability to organize, prioritize, and meet established deadlines. The analyst will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
Qualifications and Skills Desired:

Microsoft Windows 10.
Knowledge of Microsoft Windows Server, Active Directory, and Office 365 training on AOC mainframe systems will be provided.
Experience using Microsoft Excel, Word and Visio.
Must have good clear communication skills.
Responsibilities:
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
Maintain a working knowledge of Help Desk and IT Operations procedures.
Log all incoming problems and requests and actions taken to resolve them.
Provide first response Help Desk support to all customers and users.
Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
Provide support for AOC business applications.
Provide follow-up status to end-users in accordance with specified support policies and procedures.
Ensure closed problems are adequately documented.

SKILLS SUMMARY:

SKILLS

Years of experience

Last used

Experience in IT or related field. Required. 3 yrs. +

Education: 2-year college degree or equivalent technical study. Preferred.

Certification:

Experience with customer service. Required. 2 yrs.

Experience working in a position requiring calm demeanor when dealing with upset users. Required. 2 yrs.

Log all incoming problems and requests and actions taken to resolve them.Required. 3 yrs.

Data entry. Required. 2 yrs

Experience using email (Outlook).Required. 2 yrs

Experience with MS Excel. Highly desired. 1 yr.

Experience with MS Word. Highly desired. 1 yr.

Experience with MS Visio. Highly desired. 1 yr.