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Become A Help Desk Coordinator

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Working As A Help Desk Coordinator

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Help Desk Coordinator Do At Apple

* Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors.
* Perform impact assessment and troubleshooting according to established procedures.
* Document problems, troubleshooting steps, and resolutions.
* Manage support cases and advocate for the caller. “Own” the issue and facilitate technical support from the initial contact to resolution.
* Manage hierarchical and functional escalations.
* Communicate with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person

What Does A Help Desk Coordinator Do At Caci International

* answering and responding to inbound calls/emails in a timely and professional manner
* Properly documenting interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.
* Maintains and updates records and tracking databases.
* Alerts management to recurring problems and patterns of problems.
* Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
* Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and online SOP's
* May route calls to product line specialists

What Does A Help Desk Coordinator Do At Chugach Management Services, Inc.

* Study operating instructions to determine equipment setup needed.
* load and configures equipment with required items.
* Diagnose and correct equipment malfunctions.
* Review error messages and makes corrections during operation or refers problems.
* Maintain operating record.
* Perform daily activities that include administrative duties.
* Provide project tracking and review.
* Receive, tag, and record equipment
* Perform other related duties as assigned
* Accountable For:
* Customer satisfaction.
* Environmental/ health/ safety
* Personal performance
* Customer relations
* Effective communication and time management
* Mandatory
* Competence in Microsoft Office skills
* Ability to write clearly and edit work for spelling and grammar
* year help Desk training or experience
* Ability to obtain a SECRET security clearance
* Preferred
* IAT Level I Certification (A , Network , SSCP, Etc.)
* Peripheral experience with governmental help desk operations
* years Help Desk training or experience

What Does A Help Desk Coordinator Do At Wolf Creek Federal Services

* Provide secure room monitoring
* Maintain operating record
* Sets up equipment
* Diagnoses and corrects equipment malfunctions, reviews error messages and makes corrections during operation or refers problems
* Process and monitor user account requests and creations
* Perform daily activities that include administrative duties
* Provide and maintain reports to support SSP management and productivity assessments
* Receive, tag, and record equipment
* Provide refresh and new asset logistics support
* Perform project tracking and review
* Perform other related duties as assigned

What Does A Help Desk Coordinator Do At Coffee Regional Medical Center

* RESPONSIBILITIES1. Courteously obtain and convey concise problem information for external and internal service personnel
* Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner
* Route tickets that cannot be resolved at the Tier 1 level to the appropriate Tier 2 and Tier 3 IT support staff
* Ensures adherence to escalation procedures.
* Responds to escalated, complex and high impact user calls in a timely fashion
* Act as a liaison between customers and internal IT support staff to assure accurate problem interpretation.
* Maintain communications with customers during the problem resolution process
* Review and update Help Desk documentation as assigned
* Assists in the installation, maintenance, and general support of computer systems
* Assists in the configuration and maintenance of the iSupport help desk system
* Provide backup support for remote offices
* Troubleshoot desktop OS and related software problems
* Contact telecom support service for add, move and changes
* Compiles and maintains records and databases of hospital telecommunications equipment inventory and work performed, reviews and analyzes billing reports and other information from suppliers, vendors, and end-users, and compiles reports for appropriate hospital personnel.
* Assigns and distributes mobile telecommunications equipment to hospital personnel, tracks usage and billing, and reports irregularities to appropriate supervisory staff.
* Communicates with vendors, suppliers, and consultants regarding telecommunications equipment and systems, monitors contracts and maintenance agreements, and may negotiate vendor contracts.
* Provides information, training, and technical assistance to end-users regarding the use of hospital telecommunications equipment and systems.
* and training to telecommunications technicians, vendors, consultants, and contractors
* Performs related duties as required

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How To Become A Help Desk Coordinator

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Help Desk Coordinator jobs

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Help Desk Coordinator Career Paths

Help Desk Coordinator
Computer Technician Technician Operations Manager
Chief Operating Officer
11 Yearsyrs
Network Administrator Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Desktop Support Technician Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Systems Analyst Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Help Desk Specialist Information Technology Specialist Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Desktop Support Technician Information Technology Specialist Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Information Systems Technician Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Computer Technician Technical Support Specialist Quality Assurance Analyst
Quality Assurance Manager
9 Yearsyrs
Network Technician Systems Engineer Product Manager
Research And Development Technician
6 Yearsyrs
Information Systems Technician Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Help Desk Analyst Network Administrator Information Technology Manager
Senior Manager
10 Yearsyrs
Technical Support Specialist Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Network Administrator Systems Engineer Solutions Architect
Solutions Manager
8 Yearsyrs
Network Technician Systems Analyst
Systems Manager
7 Yearsyrs
Systems Analyst Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Help Desk Specialist Network Technician Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Help Desk Coordinator Demographics

Gender

  • Male

    50.6%
  • Female

    47.7%
  • Unknown

    1.8%

Ethnicity

  • White

    80.0%
  • Hispanic or Latino

    12.2%
  • Asian

    5.9%
  • Unknown

    1.3%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    54.7%
  • French

    8.0%
  • Portuguese

    6.7%
  • Carrier

    4.0%
  • Russian

    2.7%
  • Chinese

    2.7%
  • Mandarin

    2.7%
  • Italian

    2.7%
  • Bulgarian

    1.3%
  • Hebrew

    1.3%
  • German

    1.3%
  • Romanian

    1.3%
  • Georgian

    1.3%
  • Sami

    1.3%
  • Albanian

    1.3%
  • Hindi

    1.3%
  • Serbian

    1.3%
  • Urdu

    1.3%
  • Arabic

    1.3%
  • Cantonese

    1.3%
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Help Desk Coordinator

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Help Desk Coordinator Education

Help Desk Coordinator

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Top Skills for A Help Desk Coordinator

HelpDeskComputerHardwarePhoneCallsActiveDirectoryProceduresNetworkPrintersRemoteDesktopTechnicalSupportTroubleshootDataEntryCustomerServiceLaptopsSetupDeskSupportWebInternetExplorerWindowsXPNewUserAccountsDeskCoordinatorVPN

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Top Help Desk Coordinator Skills

  1. Help Desk
  2. Computer Hardware
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Provided assistance, education, and training for new help desk personnel.
  • Downloaded and installed software updates, drivers, and researched the Internet to aid in solving computer hardware and software challenges.
  • Responded to telephone calls, email and personnel requests for assistance with hardware, software and network problems.
  • Create and modify active directory universal security groups, distribution groups and user accounts.
  • Prepared reports that identified and tracked issues concerning operational systems to facilitate management's identification to system procedures.

Top Help Desk Coordinator Employers

Help Desk Coordinator Videos

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