Helpdesk Coordinator

As a Helpdesk Coordinator, you will be responsible for providing technical support and assistance to the organization's users. You will coordinate the helpdesk team's activities, ensuring efficient operation and excellent customer service. Your role will involve handling inquiries, troubleshooting issues, and coordinating resolutions to ensure minimal downtime and maximum productivity., * Supervise the daily activities of the helpdesk team.

• Assign tasks and ensure timely resolution of user issues
• Monitor helpdesk tickets and prioritize based on urgency and impact
• Maintain accurate records of all helpdesk interactions and resolutions
• Provide first-level support and troubleshooting for hardware, software, and network issues
• Escalate unresolved issues to the appropriate IT support teams
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners
• Serve as the primary point of contact for users seeking technical assistance
• Assist Helpdesk Agents to deliver prompt and professional responses to user inquiries
• Ensure high levels of customer satisfaction through effective communication and follow-up
• Develop and maintain user guides, FAQs, and knowledge base articles. Conduct training sessions for agents tier 1 helpdesk requirements
• Collaborate with IT team members to resolve complex issues. Participate in team meetings and contribute to continuous improvement initiatives, Florida Tech's 2025 Annual Security and Fire Safety Report includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by Florida Tech; and on public property within, or immediately adjacent to and accessible from, the campus.

The numbers provided include crime statistics that were reported to local law enforcement agencies, campus security and other Campus Security Authorities.

The report also includes institutional policy statements regarding campus safety and security measures; descriptions of prevention and awareness programs; related university procedures and important guidance; and other essential safety information.

You can obtain a printed copy of this report at the Department of Security Welcome Center located at 3126 Panther Place, during normal business hours, or by accessing the following website 2025 Annual Security and Fire Safety Report .

Official Transcripts

Official transcripts of all collegiate work must be sent directly from the attended institution to the Office of Human Resources prior to the first day of employment. All international degrees must have a course-by-course official evaluation and translation sent to the Human Resources Office directly from an evaluation company affiliated with the National Association of Credential Evaluation Services, Inc. (NACES).

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• Minimum 2-5 years of experience required in area of expertise
• Proven work experience as a Helpdesk Coordinator or similar role.
• Strong knowledge of IT systems and applications.
• Excellent troubleshooting skills and problem-solving abilities.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Exceptional customer service and communication skills.
• Attention to detail and ability to follow through on tasks.
• Certification in IT or related field (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.
• Experience with helpdesk software (e.g., ServiceNow, Zendesk) preferred.