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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Coordinator - **Company:** TNBR Careers - **Location:** Chattanooga, TN, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Software Documentation, Collaborative Software, Learning Management Systems, Issue Tracking Systems, Productivity Software, Software Troubleshooting, Information Technology - **Published:** August 18, 2026 - **Apply:** https://www.jofdav.com/jobs/59302761-help-desk-coordinator ## About the Role 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. ## Description 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. ## Related Videos - [How to Navigate Professional Relationships in the Tech Industry](https://www.wearedevelopers.com/videos/1276-how-to-navigate-professional-relationships-in-the-tech-industry) - [Coffee with Developers - Adam Wiggins](https://www.wearedevelopers.com/videos/919-coffee-with-developers-adam-wiggins) - [SwiftUI In Production](https://www.wearedevelopers.com/videos/134-swiftui-in-production) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [The AI-Ready Stack: Rethinking the Engineering Org of the Future](https://www.wearedevelopers.com/videos/1706-the-ai-ready-stack-rethinking-the-engineering-org-of-the-future) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Should Tech Managers Be Developers First? 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