Service Desk Coordinator
| Company | Town of Leland, NC |
|---|---|
| Location | Wilmington, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Junior, Mid Level |
Requirements
- Associates/Technical degree with coursework in business administration, information technology, computer science, or related field, and moderate (1-3 years) experience in customer service, end-user support, or equivalent combination of education and experience.
- Possession of an appropriate driver’s license valid in the State of North Carolina.
- General working knowledge of the operations, characteristics, and requirements of computer configuration.
- Skill in the use of personal computers, related software applications, hardware, and peripheral equipment.
- Ability to troubleshoot and resolve user and system problems.
- Ability to train others in computer hardware and software applications.
- Ability to communicate effectively orally and in written form.
- Ability to establish and maintain effective working relationships with colleagues and vendors.
- Knowledge of Windows operating systems, Microsoft Office, and Microsoft SharePoint.
- Basic understanding of networks and network architecture.
- Ability to exhibit good security hygiene.
- Awareness of security baselines and practices such as PCI, CJIS, and HIPPA.
- Project management skills and ability to manage multiple priorities.
Responsibilities
- Serves as first-level IT customer service contact for Town staff through phone, email, and in-person interaction.
- Provides customers with basic support regarding hardware, software, applications, and technology processes.
- Collects and compiles information to assist in technical issue resolution.
- Utilizes service desk software for logging and tracking requests for service.
- Assists with management of service requests through response, routing, and escalation.
- Responds to software support requests from employees for enterprise business applications (Microsoft Office suite, Laserfiche, etc.).
- Monitors, tracks, and documents inventory of IT assets.
- Assists with procurement of IT equipment and services to include obtaining quotes, organizing purchase requests, and reconciling invoices.
- Assists with maintaining documentation including IT knowledge base, departmental processes, and standard procedures.
- Provides appropriate training to employees on effective utilization of computer systems and components.
Preferred Qualifications
-
No preferred qualifications provided.