HELPDESK COORDINATOR

Job Description

Los Angeles, CA

L’AGENCE

Job Summary

The Help Desk Coordinator provides workstation phone, off site and onsite support for users, vendors and/or clients, resolving computer issues and help desk-related requests. This position plans, analyzes, configures, and installs new personal computer systems, determining user specifications for hardware and software upgrades; maintains and repairs existing computers; and deals with most issues that are simple or routine, escalating more complex or involved issues to Level II staff. This position composes documentation and communication regarding help desk/telephone support operations, and focuses on customer relations, achieving user comfort level on computer applications and equipment. This position may be required to travel on an as needed basis in order to fulfill user support responsibilities.

Examples of Essential Duties and Responsibilities

• Provide 1st-tier user support for all simple or routine user issues. Help users resolve system problems, utilize standard software, and maintain standard hardware. The Help Desk Technician may be required to travel on an as needed basis in order to fulfill user support responsibilities.
• Troubleshoot technical issues related to computers, printers, networking, and peripherals.
• New hire set up; Create standard accounts for new users for workstation login or email. Assign users to established groups and assign standard file permissions on appropriate servers and set up necessary equipment (laptop, desktop etc.)
• Track all help desk issues and ensure that all are assigned to a staff member, are completed, and that users are kept informed of the status of their requests.
• Maintain Supplies: Responsible for maintaining computer-related supplies (toner cartridges, backup tapes, etc.). Keep track of use, research prices, submit expenditure requests when needed, and ensure that consumables don’t run out.
• Perform other duties as assigned

The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of different position and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Qualifications:

• 1-2 years of help desk or technical support experience (entry-level candidates with relevant training may be considered).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Excellent oral and written communication and customer service skills
• Takes direction and constructive critiques well while also having the ability to work autonomously and provide self-direction when needed.
• Resourceful, can-do attitude that thrives in a fast-paced environment and wants to grow within our exciting company.
• High energy and positive attitude.

Physical Requirements:

• This position requires frequent use of a computer, mouse and keyboard.
• Frequent sitting, standing, walking
• Occasional bending, stooping.
• Must be able to lift up to 35 lbs.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.