Help Desk Coordinator

POSITION SUMMARY

The Help Desk Coordinator is responsible for maintaining the information technology infrastructure of the Michigan Primary Care Association and providing technical support to its end users. They will work with the rest of the IT Team to ensure that MPCA staff and partner health centers have consistent, reliable access to technology solutions across multiple locations.

RESPONSIBILITIES AND DUTIES

The level of responsibility in each of the defined areas will depend on the Technical Structure Framework, based on the appropriate level for the employee.

1.System and Network Support.

1. Setups, configures, and supports of computers and applications.
2. Recommends upgrades to applications and equipment.
3. Troubleshoots and diagnoses common system problems, hardware and software upgrades, and provide technical support as required.
4. Communicates repair efforts to all interested parties including customers and vendors in a timely manner.
5. Interfaces with multiple support teams to provide prompt problem determination and resolution.
6. Serves as hardware and software troubleshooting resource for MPCA staff and other consulting clients.
7. Maintains proper documentation.

2. Systems monitoring: Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

3. Technical Knowledge: Demonstrates technical knowledge for the required skills defined for the position.

4. Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Familiar with relevant concepts, practices, and procedures.
• Working knowledge of cloud services including Microsoft 365, Entra, SharePoint.
• Basic understanding of network management, security and monitoring tools.

Skill/Ability to:

• Excellent written and verbal communication.
• Ability to rely on experience and judgment to plan and accomplish goals.
• Ability to manage workload based on contract service level agreements.
• Ability to work independently or with a group, under general supervision.
• Ability to provide excellent customer service to internal and external customers, in person or virtually.
• Ability to stay current with system information, changes, updates and trends.
• Ability to assess situations to determine importance, urgency and risks, and make clear timely decisions.

Education/Experience: