Help Desk Coordinator After Hours (13340)

InGenesis is currently seeking a Help Desk Coordinator - After Hours to join our this role you will provide after-hours support to employees clients and internal departments by responding to technical operational staffing scheduling timekeeping payroll and system-related inquiries. This position serves as the primary point of contact outside normal business hours and is responsible for identifying researching troubleshooting and resolving issues of moderate complexity while ensuring appropriate escalation of critical matters.

The Help Desk Coordinator provides exceptional customer service documents all requests and resolutions coordinates with internal teams as needed and supports the continuity of business operations during evenings overnight hours weekends and holidays. This is a fully remote position.

This position is dependent on contract award.

Schedule

This position primarily supports after-hours operations including:

• Monday through Friday: 5:00 PM 7:59 AM
• Weekends: 24-hour support coverage
• Holidays and on-call support as assigned

Job Responsibilities

• Serve as the first point of contact for after-hours employee client and operational support requests.
• Respond to telephone email text ticketing system and online requests for assistance.
• Provide technical support for computer hardware software applications systems access issues and peripherals.
• Configure install and support desktop computers laptop computers handheld devices printers monitors portable data storage devices and other related equipment.
• Troubleshoot system access password resets connectivity issues and user account concerns.
• Coordinate and document employee call-outs attendance issues schedule changes and staffing-related notifications.
• Escalate urgent operational compliance payroll credentialing employee relations safety and client service issues in accordance with established procedures.
• Facilitate the resolution of technical and operational issues by coordinating with internal departments and leadership teams.
• Track document and monitor all requests using applicable systems and tools.
• Develop and maintain end-user documentation job aids and instructions.
• Provide support for meetings conferences and audio/visual technology as needed.
• Track and update the movement of IT assets including laptops desktops printers monitors and other equipment.
• Re-image desktops and laptops and deploy new equipment to end users as needed.
• Prepare shift summaries and communicate unresolved issues to appropriate teams for follow-up.
• Interpret technical and operational information and communicate it effectively to various audiences.
• Ability to work independently exercise sound judgment and make decisions in a fast-paced environment.
• Perform other duties as assigned to meet the needs of the department and organization.

  
  

Qualifications

• Associates Degree in Information Technology Business Administration or a related field; equivalent experience may be considered.
• Two (2) or more years of experience in Help Desk Customer Service Workforce Operations Call Center IT Support Human Resources Staffing or a related field.
• Excellent customer service and customer-facing communication skills.
• Strong oral and written communication skills.
• Ability to remain calm and professional while handling urgent and sensitive matters.
• Strong analytical troubleshooting problem-solving and decision-making skills.
• Ability to prioritize and manage multiple tasks while meeting deadlines.
• Self-motivated with the ability to work independently and collaboratively.
• Adaptable to changing priorities and business needs.
• Proficient in Microsoft Office applications and web-based systems.

  
  

Additional Qualifications (Remote Work Competencies)

• Ability to work independently manage time effectively and meet deadlines in a fully remote environment.
• Strong written and verbal communication skills using phone email and virtual collaboration tools.
• Detailed-oriented and reliable with a commitment to accuracy confidentiality and quality standards.

Location Restrictions

• This position is available only in approved work locations. The role is not open to applicants who reside in or will perform work in jurisdictions with compensation disclosure requirements that apply to this position. Work location eligibility will be confirmed during the application process.

Physical Requirements

• Frequently required to operate a computer and retrieve review and maintain electronic records and documentation.
• Physical demands include standing sitting walking lifting carrying reaching handling kneeling crouching and bending.
• Ability to remain seated and work at a computer for extended periods of time.

This position has access to confidential employee client payroll scheduling operational and business information and is expected to maintain strict confidentiality at all times.

Equal Employment Opportunity Statement:

InGenesis is an equalopportunity employer committed to fostering a diverse inclusive and equitableworkplace. We comply with all applicable federal state and local employmentlaws including recent executive orders and strictly prohibit discriminationharassment or retaliation based on race color religion sex sexualorientation gender identity national origin disability genetic informationage veteran status or any other characteristic protected by law.

InGenesis is dedicated to making reasonable accommodations for qualified individuals with disabilities and ensuring that all employment decisions are based on qualifications merit and business needs. Please visit our website at for more information.

To learn more about your rights please refer to the Know Your Rights: Workplace Discrimination is Illegal poster issued by the U.S. Equal Employment Opportunity Commission (EEOC).

Company Statement:

Withdecades of experience InGenesis has grown into one of North Americas mosttrusted Healthcare Services Firms which includes comprehensive health andworkforce solutions. As the industry landscape shifts with new challenges inpatient care quality and compliance requirements workforce retention andoperational efficiencies we deliver strategic data-driven solutions thatinclude redefining workforce management and clinical service delivery. ExploreInGenesis to discover how our expertise innovative strategies and commitmentto excellence are shaping the future of healthcare workforce solutions. Join usin celebrating the professionals who define the next era of healthcare.