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Help Desk Coordinator, Waukesha

Carroll University
Wisconsin, United States
Salary Not specified
Posted date
Jul 26, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Full Time
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Help Desk Coordinator, Waukesha

General Information
  • Job Title:Help Desk Coordinator
  • Location:
    • 100 N East Ave
    • Waukesha, WI, 53186
    • United States
  • Employee Type:Support Staff
  • Job Category:Office of Information Technology, Staff

  • Responsible for scheduling student and OIT staff to ensure the staffing of the Help Desk.
  • Manage day to day operations of the OIT Help Desk.
  • Create, document, and maintain help desk policies and procedures designed to assure a competent and professional experience for OIT clients.
  • Select, train, and supervise OIT student employees.
  • Create and maintain OIT documentation and FAQ's.
  • Coordinate and oversee all open helpdesk tickets to ensure a timely resolution and escalation as well as log and prioritize tickets based on impact and urgency of the incidents reported.
  • Generate weekly, monthly, quarterly and yearly helpdesk service reports.
  • Serve as the administrator for help desk software.
  • Communicate with the campus community to ensure a high level of communications for new campus technology projects.
  • Manage OIT social media account, OIT website and campus groups portal pages.
  • Work closely with IT staff to address complicated support issues.
  • Receive and support requests through various channels including phone, chat (if continuing to use LiveChat), email, and employee self-service.
  • Provide remote IT support for quick resolutions to software, OS, telecom, and network related issues for both managed and student personal devices.
  • Investigate, diagnose, and resolve incidents as the first point of contact for OIT.
  • Perform other duties as assigned.

Education and/or Experience:
  • Bachelors of Science degree required; degree in computer science or information technology strongly preferred.
  • 3-5 years of Help Desk or customer service experience required.
  • Experience providing one-on-one technology support to end users required.
  • Experience providing end-user training preferred.
  • 3-5 years of experience working in educational environment preferred.
  • 3 years of supervisory experience

Technology Skills:
  • Excellent desktop computer skills dealing with end user issues. Including but not limited to Microsoft Windows, Mac OS, Office 2010 and 2013.
  • Ability to diagnose technology related problems required.
  • Ability to perform minor repairs on computers and printers preferred.
  • Experience working in an Active Directory environment preferred.
  • Proficiency using common Windows utilities preferred.
  • Technology training skills a plus.
  • Knowledge of TeamDynamix or similar ticketing system is a plus.

Human Relations Skills:
  • Excellent verbal and written skills a must, including developing and making presentations.
  • Excellent customer service skills.
  • Effective ability to maintain a working relationship with a diverse group of colleagues and end users.
  • Must be committed to a team approach.

To apply, please visit:

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