Help Desk Coordinator

The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes., Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels.

* Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs.

* Maintains a positive and empathetic approach when addressing diverse student and faculty needs.

* Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards.

Teaching Excellence

* Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources.

* Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope.

* Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources.

* Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.

Program Innovation

* Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume.

* Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies.

* Participates in discussions related to technology planning, user experience enhancements, and service optimization.

Fiscal Stewardship

* Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system.

* Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments.

* Helps implement standard operating procedures for incident intake, triage, escalation, and closure.

* Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried.

Organizational Culture

* Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care.

* Organize staff development opportunities with explicit connection to the College’s purpose, values, mission, and strategic themes.

* Provide technological support for events across the entire organization.

Knowledge of Help Desk operations, ticketing workflows, and customer service principles.

* Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues.

* Knowledge of ITIL or similar service management best-practice frameworks preferred.

Skills

* Skill in communicating clearly and effectively in both written and verbal formats.

* Skill in leading teams, mentoring staff, and resolving conflict constructively.

* Skill in organizing work and prioritizing responsibilities in a high-volume support environment.

* Skill in using collaboration platforms such as Microsoft Teams.

Abilities

* Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations.

* Ability to analyze problems quickly and determine appropriate escalation paths.

* Ability to manage multiple priorities and deadlines effectively.

* Ability to build trust and maintain effective working relationships across campus.

* Ability to maintain confidentiality and exercise sound judgment.

* Ability to work flexible hours as needed during peak support periods or special events.

Physical Requirements

* Ability to lift and carry up to 30 pounds.

* Occasional standing, walking, or travel across multi-building campus locations.

* Occasional non-standard work hours for urgent issues or campus events.

Special Requirements

* Valid driver’s license (if campus travel is required).

* Background check as required by college policy.

QUALIFICATIONS

Education and Experience

* Associate’s degree required; bachelor’s degree in information technology, computer science, or a related field preferred.

* Minimum of three years of experience in technical support or help desk operations required.

* Minimum of one year of supervisory or team lead experience required.

* Higher education experience preferred.

$56.00 - $95.00 per hour

Our Mission - We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations. Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future.