Help Desk Coordinator

About the role

The Help Desk Coordinator oversees daily IT Help Desk operations at the Lawrenceville campus, serving as the primary point of coordination for technology support services to faculty, staff, and students.

Key responsibilities

• Coordinate day‑to‑day Help Desk operations, ensuring timely resolution and escalation of support requests.
• Supervise, train, schedule, and guide Help Desk staff and student workers.
• Develop and improve Help Desk procedures, workflows, knowledge‑base resources, and service standards.
• Monitor ticket queues, service levels, and performance metrics; prepare reports and recommendations.
• Provide advanced troubleshooting for Windows, macOS, ChromeOS, mobile devices, and enterprise applications.
• Collaborate with IT teams, campus departments, and vendors to resolve issues and support technology initiatives.

Required profile

• Associate’s degree and two years of related experience (experience may substitute for degree).
• Preferred: Bachelor’s degree in IT, Computer Science, or related field.
• Experience in higher‑education technology support and supervising technical support personnel.
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.

Required skills

• Microsoft 365 administration
• Entra ID
• Endpoint management and device deployment
• Windows, macOS, ChromeOS support
• Mobile device support