Helpdesk Coordinator job in Atlanta

The Helpdesk Coordinator manages the day-to-day operations of the centralized helpdesk and hybrid helpdesk as well as supervises student assistants that perform helpdesk services. The University helpdesk is the single point of contact for faculty, staff and students to call or visit for any technology related problem or issue. The helpdesk coordinator provides frontline support for IT trouble calls.

Note: NOTE: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire. This position does not offer sponsorship for employment visas.

Responsibilities

• Supervise and train a team of student assistants to ensure the day-to-day operations of the hybrid helpdesk
• Closely coordinate with Enrollment Management staff to provide customer service to students
• Manages IT software and hardware escalations and ensures all issues are resolved in a timely manner
• Set coverage and schedules to ensure constant service coverage
• Develop and refine problem resolution processes
• Monitors team performance and develops feedback reports for management
• Makes recommendations to improve operational efficiency
• Provides reports on response times, conducts surveys for customer service satisfaction, and analyzes feedback from customers
• Complete Activity reports related to Title III and enter requisitions related to Title III & IT
• Provides after hours support as needed to include working extended or alternate shifts as necessary.
• Work in other capacities as needed or determined by supervisor to support the ITS department and University.
• May be required to perform job related duties other than those specifically delineated in this position, All employment processes and decisions, including but not limited to hiring, promotion, and tenure, shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for all such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the individual is being considered. At the core of any such decision is ensuring the institution’s ability to achieve its mission and strategic priorities in support of student success., * The work is typically performed while sitting at a desk or table with intermittent standing, walking, bending, crouching, or stooping.
• The employee may lift objects weighing 25 pounds or more.
• The work requires evening and extended hours.

• Bachelor’s degree or an Associate’s degree and two (2) years of related experience
• Proficient in Microsoft Office Suite
• Demonstrated customer service experience
• Demonstrated experience with Service Desk application for managing IT requests
• Satisfactory background check is required

Knowledge, Skills, & Abilities

• Knowledge of computer software (e.g. Microsoft Office Suite, Oracle, PeopleSoft, BANNER, work order systems, etc.)
• Skills in interpersonal, written, and oral communication
• Skills in leadership and people management
• Ability to maintain a professional demeanor and orientation towards customer service
• Ability to be discreet with personal information of faculty, staff, and students
• Ability to contribute to a positive working environment and maintain constructive and cooperative working relationships with others

Savannah State University established in 1890, is the first public historically black college or university in the state of Georgia and the first institution of higher learning in the city of Savannah. The university’s students select majors from five colleges:

• Business Administration
• Education
• Engineering and Computing
• Media, Arts, and Communication
• Science and Humanities

The campus is by far the most picturesque in the state of Georgia. The moss-laden sweeping oak trees, expansive marsh and historic architecture create a resplendent yet tranquil atmosphere. Beneath the beauty and splendor is a vibrant residential campus bursting at the seams with the vim and vigor of quality collegiate life: relevant academic majors, engaging lectures, cutting-edge research, quality student-faculty engagement and a nurturing environment., The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653 .

Institutional Values

At Savannah State University, five core values shape everything we do:

• Belonging - Building a community where all voices are valued and respected.
• Collaboration - Working together across disciplines and communities for shared success.
• Discovery - Pursuing knowledge, research, and exploration that expand horizons.
• Excellence - Committing to superior achievement in every endeavor.
• Resilience - Rising stronger through challenges with determination and adaptability.

These principles guide our culture, inspire our teams and define the kind of workplace we strive to build one where every individual can thrive, contribute, and grow.

Conditions of Employment

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Savannah State University, as determined by Savannah State University, its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.