Help Desk Coordinator

Job Description:

Job Summary: This position provides support to internal/external customers by answering questions or resolving problems via telephone, email, fax or mail. The individual will be responsible for triaging incoming calls, responding to inquiries, troubleshooting technical issues, and escalating more complex issues as needed.

Responsibilities:
• Responds quickly and efficiently to customer inquiries and requests using appropriate communication tools (telephone, e-mail, fax, mail)
• Triages incoming phone calls and directs callers to appropriate resources when necessary
• Provides general support to end users of technology systems and applications
• Troubleshoots basic technical issues and assists others on the team in resolving more complex issues
• Maintains knowledge of supported technologies and systems and serves as a resource to other members of the team
• Documents solutions to common problems and creates training materials to help end users better understand supported technologies and systems
• Uses available resources to learn new skills and improve performance
• Other duties as assigned

Qualifications:
• High school diploma or equivalent
• Good verbal and written communication skills
• Strong problem solving and analytical skills
• Basic understanding of computer hardware, software, networks, and peripherals
• Experience working in a customer service environment preferred
• Bilingual English/Spanish strongly preferred