Job Details

Central Coast Hourly Range: $25.63 - $35.89 per hour

Job Summary

The IT Service Desk Coordinator reports directly to the IT Help Desk Supervisor. This role involves managing support calls and tickets, troubleshooting computer hardware issues, and providing support for desktop operating systems and various applications. Additionally, the coordinator will be responsible for creating training materials and delivering IT training to staff.

Duties & Responsibilities
• Oversee the lifecycle of IT tickets, including identifying both direct and root causes, resolving issues directly, or escalating to the development teams as needed.
• Proactively identify potential problems through monitoring, reporting, and analysis.
• Troubleshoot, resolve, and escalate service tickets as required.
• Provide IT support for complex technical issues involving Microsoft's core business applications and operating systems.
• Offer remote technical assistance for incoming service tickets via email and phone, addressing issues related to computer hardware, software, and SaaS applications.
• Act as an advocate for staff by identifying trends, conducting problem analysis, and gathering feedback to improve processes and systems.
• Create, publish, and update knowledge base articles.
• Assist in the development and maintenance of process and technical documentation.
• Provide training to new hires and offer refresher courses for existing staff in respective areas of expertise.
• Lead or participate in special projects as assigned.
• Provide end-user support for mobile devices.
• Collaborate with the team to ensure timely responses to assigned tickets.
• Communicate effectively in project meetings and technical work sessions with colleagues and customers.
• Keep customers informed about incident progress, upcoming changes, or scheduled maintenance outages.
• Configure and maintain IT Service Desk software.
• Manage multiple priorities or projects simultaneously.
• Complete required training classes, personal study, and certification exams.
• Stay current with the latest hardware, software, network patches, upgrades, and industry advancements through continuing education.
• Maintain inventory and document system configurations, installation procedures, and equipment locations.
• Perform other duties and projects as assigned by the IT Help Desk Supervisor.

Knowledge/Skills/Abilities

Required:
• Strong proficiency in Microsoft Windows, including standalone computers and LAN environments.
• Advanced knowledge of Microsoft Windows Server editions, with expertise in Active Directory and Azure.
• Familiarity with ITIL framework and Service Desk processes.
• Excellent written communication skills with clarity and precision.
• Ability to conduct future needs analysis and effectively allocate resources.
• Proficiency in all Microsoft Office applications.
• Exceptional troubleshooting skills.
• Outstanding customer service skills.

Education & Experience
• 3 years of education and/or experience in IT Service Desk support.
• Bachelor's degree or equivalent work experience.
• Experience providing remote support via telephone or remote desktop technology.
• 3-4 years of experience with Microsoft Windows 10 or Windows 11.
• 3-4 years of experience with Microsoft Office.
• 3-4 years of experience in setting up, configuring, and troubleshooting PC and laptop hardware, as well as peripherals.
• 3-4 years of experience troubleshooting printers.
• 2+ years of experience with Active Directory and Azure.
• 2+ years of experience with Microsoft 365.
• Experience troubleshooting network connectivity issues (WAN and LAN).
• Experience troubleshooting remote access solutions (VPN and Terminal Services).
• Excellent written and verbal communication skills.
• Strong computer skills and the ability to communicate effectively via email.
• Experience providing training to end users.