Help Desk Coordinator

• Intake for all Help Desk issues and ticket management
• Serve as the initial point of contact for clients seeking technical assistance through ticketing system
• Develop and distribute reports and analytics on ticket volume/trends
• Assist in delivery of high-quality solutions internally across multiple departments
• Configure and troubleshoot ticketing system issues
• Act as the subject matter expert for all things ZenDesk and/or ServiceNow
• Lead ZenDesk/ServiceNow Orientation for new hires
• Maintain ZenDesk/ServiceNow homepage
• Report breached security incidents to IT
• Create/maintain department slack notifications as requested
• Make configuration updates/changes to ZenDesk/ServiceNow to support evolving business needs
• Maintain Help Desk internal knowledge base confluence

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Minimum of a Bachelor’s Degree (required)
• Ability to manage multiple projects and initiatives simultaneously (required)
• Experience with data analytics (preferred)
• Experience with ticket management tools - ServiceNow (preferred)
• Advanced knowledge of Microsoft Office Suite, particularly Microsoft Excel
• Passion for exceptional customer service and customer collaboration
• Strong communication skills, both written and oral
• Ability to interact and collaborate effectively with clients and co-workers in a positive manner that engenders confidence and trust
• Good problem solver with ability to consider alternative and diverse perspectives

Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k)
• 401(k) matching
• Vision insurance
• Dental insurance
• Paid sick time, * Fast-paced and result oriented work culture with competitive base salary
• Health, Dental, Vision, Disability, and Basic Life Insurance coverage
• Additional voluntary life insurance available
• Paid Parental Leave & Pregnancy Related Medical Leave
• Generous paid sick leave
• Unlimited PTO
• Monthly wellness/gym subsidy
• Monthly phone subsidy
• 401 (k) and ROTH retirement savings plan with matching
• Employee Assistance Program
• Company sponsored volunteer opportunities, LinkedIn Learning access, company and team outings
• Adoption Assistance

Everforth TopBloc is an Equal Opportunity Employer, The hiring base pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Everforth TopBloc, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range salary is $50,000 - $62,000.