The Help Desk Coordinator will support the City's help desk activities and report to the IT Manager. Core activities for the Coordinator will include: answering the phone and email for incoming calls, opening service tickets and routing calls per department procedure. Also, performing follow up as needed, assisting with scheduling issues, and supporting client and internal projects and deadlines.
location: Orange, California
job type: Contract
salary: $23 - 26 per hour
work hours: 8 to 5
- Responsible for daily help desk functions, addressing all incoming support requests via email, phone and web-site
- Help desk coordinator accepts and prioritizes computer help requests and assigns the tasks to the appropriate technicians on the staff. He or she monitors these tasks until they are completed and might have to assign them to new technicians or specialists if they are especially problematic or urgent. The coordinator must keep those who made the request and others within the organization apprised of the status of the work and any solutions that are being undertaken.
- After receiving the request, a help desk coordinator enters the work order into a tracking system, where he or she assigns it to a technician and tracks the status. The coordinator must also assign a priority level to each task to help the technicians determine which tasks are the most urgent. If the technician assigned to the task is unable to resolve the issue, the coordinator upgrades the job status to a higher priority level and has a specialist address it. As tasks are completed, this person makes any necessary notes in the computer tracking system before marking the job completed.
- Help desk coordinators interact with a wide variety of people within the organization they serve. For instance, they may work with a project manager to organize the necessary assistance needed for specific projects with which the information technology (IT) department must get involved.
- Assists in constantly improving processes and procedures as it relates to client support.
- 3 years proven office experience
- Pleasant phone voice and demeanor
- Must have exceptional organizational skills
- Knowledge of Microsoft Office, including but not limited to Outlook, Word, and Excel
- Ability to work with limited direction
- Client service attitude with excellent interaction skills
- Strong client and team interaction focusing on:
- Problem Solving
- Excellent verbal and written communication skills
- Detail oriented
- Ability to multi-task in a fast paced office environment
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made available to bring this individual up to speed.
- 3 Years proven office experience.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- To perform this job successfully, an individual should have knowledge of Microsoft Windows and Microsoft Office products.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.