Help Desk Coordinator

Computer Enterprises - Warrendale, PA

Full-time

Warrendale, PA

Professional, Scientific, and Technical Services

About the position

The Help Desk Coordinator is responsible for providing first-contact IT resolution for all Federated Hermes customers across various locations. This hybrid role requires the individual to work in the office three days a week and remotely for two days, with a preference for being in the office initially. The coordinator will handle hardware and software issues, manage service requests, and ensure effective communication between service management functions while maintaining high customer satisfaction and meeting service goals.

Responsibilities

• Provide fundamental first-contact IT resolution for all Federated Hermes customers.
• Identify and log hardware and software related problems in the Cherwell tracking system.
• Troubleshoot issues with supported systems and applications via various entry points such as walk-up interactions, phone calls, Teams messages, and emails.
• Fulfill service request tasks assigned to the team's work queue and manage users throughout the lifecycle of these requests.
• Effectively manage customer expectations and meet team service goals for request fulfillment and incident resolution.
• Conduct root cause analysis of recurring issues to establish causes and recommend solutions.
• Generate knowledge base articles and documentation as needed or requested.
• Facilitate communication between other service management functions such as Incident Management.
• Provide first-contact resolution for customers whenever possible.

Requirements

• Proficiency in Windows 11 end-user desktop computing environment, focusing on Microsoft 365 products (Excel, Outlook, Teams, Intune, and Azure).
• Experience supporting remote access/VPN users.
• Strong customer support skills and problem-solving abilities.
• Effective communication skills and time management for handling multiple tasks efficiently.
• Teamwork and collaboration for effective cooperation with team members.
• Working knowledge of Cherwell service management application or comparable ticketing tools.
• General understanding of network concepts, VMWare, and ITIL Framework preferred.
• Prior experience with an IT Service Desk or equivalent experience required.
• Bachelor's degree in business, Computer Science, Management Information Systems, or equivalent experience preferred.

Nice-to-haves

• Experience with mobile devices is preferred.
• Commitment to information security and willingness to keep the firm safe.
• Understanding of peripheral computing environment work such as print management and general systems applications (e.g., Adobe).