Help Desk Coordinator

The Help Desk Coordinator provides operational leadership for the IT Help Desk ensuring highquality timely technical support services for students faculty and staff across all campuses. This role supervises daily Help Desk operations while also providing handson technical support including but not limited to setting priorities assigning work; scheduling shifts and ensuring deadlines are met. The position will also contribute directly to the team by working hands-on with the Help Desk Services team and providing technical assistance to students faculty & staff at all Columbia State Community College campuses. Travel to off-campus sites may be requested.

Essential Functions

Help Desk Operations & Supervision

• Coordinate and supervise daily IT Help Desk operations including assigning work setting priorities scheduling shifts and ensuring coverage during business hours
• Provide leadership and direction to Help Desk staff and student employees
• Approve timesheets and assist with staffing training and onboarding of Help Desk personnel

Technical Support & Incident Management

• Provide first and secondlevel technical support to students faculty and staff via phone email ticketing system and in person
• Support issues including but not limited to:
• Password resets and account unlocks
• Multifactor authentication issues
• Email supported software troubleshooting
• Learning management system access
• Basic Network and WiFi connectivity
• Serve as the primary escalation point for unresolved or complex technical incidents
• Ensure issues are properly documented tracked resolved or escalated using the service desk ticketing system

Service Desk Management

• Manage service desk workflows ensuring timely response and resolution of support requests
• Monitor service desk metrics such as ticket volume response time and resolution time
• Recommend improvements to processes documentation and customer service delivery
• Provide helpdesk activity reports as requested

Assets Access and Account Management

• Assist with IT purchasing coordination asset tracking software license management and contract renewals
• Support account creation access management and ID badge creation for students and employees

Training & Documentation

• Train Help Desk staff and student workers on systems tools and customer service standards
• Develop maintain and update Help Desk documentation procedures and knowledge base articles

Collaboration & Campus Engagement

• Provide IT training for users as needed at various college locations
• Work effectively with all areas of the college and serve on campus committees as appointed

Additional Responsibilities

• Support development oversight of programs and services that result in enrollment progression retention and graduation growth for the service area.
• Perform other duties as assigned
• Travel to offcampus sites as required

Education Training and Experience

Required:

• Bachelors degree and one year of IT/Call Center/Help Desk/Service Desk support or related experience

OR

Associates degree and three years of IT/Call Center/Help Desk/Service Desk support or related experience

• One year of supervisory experience and/or three years of experience within an IT/Help Desk/Service Desk support team environment.

Preferred:

• IT industry certifications(s): i.e. CompTIA A Network Security Certification(s) Microsoft IT Certification(s).
• Experience with KACE or another service desk ticketing application
• Experience with Active Directory MS Office Office 365 & Windows 11 Multi-factor tools such as Okta best practices virtual desktop software and knowledge base tools.

Knowledge Skills Abilities

• Comprehensive knowledge of the use of personal computers proven ability in the use of pertinent software applications.
• Ability to successfully communicate via telephone email and person-to-person moderately complex technical information and written communication and service desk reports.
• Demonstrated excellent customer service and team skills.
• Proficient with MS Windows and Office Active Directory Multi-factor authentication tools service desk ticketing systems.
• Able to think logically and act decisively in critical situations.
• Demonstrated sound troubleshooting skills and desire to follow a problem through to resolution.
• Experience in the use of personal computer software in a college network environment.

Working Conditions

• Office and campus environment with regular interaction with students faculty and staff
• Occasional travel to other campus sites
• May include periodic afterhours or oncall support during major incidents or system upgrades

Hiring Salary Range:$42580 - $51100

This position is based at the Columbia TN Campus.

About Columbia State Community College:

As Tennessees first community college (established in 1966) Columbia State is committed to student success both in and out of the classroom as well as economic and community development in our nine-county service State is a member of the Tennessee Board of Regents.

Columbia State offers a comprehensive benefits package including but not limited to the following:

• Vacation and Sick Leave
• 14 paid holidays
• Medical dental vision and life insurance
• Retirement plans
• Optional 401K and 403B Deferred Compensation Plans
• Educational benefits for the employee and their spouse and dependents

Columbia State Community College does not discriminate on the basis of race color religion creed ethnicity or national origin disability age status as a protected veteran genetic information or any other class protected by Federal or State laws and regulations and by Tennessee Board of Regents policies with respect to employment programs and activities.

The following person has been designated to handle inquiries regarding nondiscrimination policies:

Executive Director of Human Resources

1665 Hampshire Pike Columbia TN 38401