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Help Desk Coordinator
Ref No.: 18-02154
Location: Phoenix, Arizona
Position Type:Contract
Start Date: 05/21/2018
Position Description :
  • This position acts as first level technical support in responding to incoming calls at the Help Desk. Troubleshoot, diagnose, investigate, and resolves technology problems through discussions with end-users, monitoring servers and network traffic. Operates and monitors servers and peripheral equipment located in the NOC. Responsible for recognizing, researching, isolating and resolving information systems problems. Manages several tape libraries and ensure off-site media storage is maintained, properly labeled and rotated. Typically able to resolve less complex problems immediately on the first call, more complex problems are referred to senior level Help Desk Technical Support staff and/or other qualified Technical Support personnel as appropriate.
  • Responds to end-user calls regarding PC software, hardware, and server application problems.
  • Generates Work Orders through the LANDesk Service Desk call tracking system.
  • Operates and monitors all computer systems, networks and peripherals in the NOC.
  • Assists in coordinating the resolution of application/software systems problems impacting production.
  • Resets network and/or application passwords.
  • Utilizes LANDesk Management suite to remotely manage desktop and/or laptop systems.
  • Utilizes LANDesk Management Suite Remote Control to remotely manage desktop and/or laptop systems to assist customers.
  • Maintains contact with users on operational and production problems.
  • Assists Senior/Lead level Help Desk Coordinator and/or Technical Support personnel, as requested.
  • Assists in resolving technical computer operations equipment problems.
  • Logs documents and maintains history records on Information Technology production problems.
  • Be present at work site to perform assigned tasks at the times and dates scheduled and assigned by the supervisor.

Skills Required
  • Knowledge at the intermediate level of hardware such as: motherboards, CPU's, DVD\CD-RW's, printers, etc.
  • Must be proficient using Microsoft Office Suite 2010, Windows 7, and Outlook 2010.
  • Knowledge at the intermediate level of customer service experience in a Technical Help Desk or Data Center/NOC environment.
  • Knowledge at the intermediate level of overall computer operations procedures, operating systems and platforms required.
  • Knowledge at the intermediate level of current techniques and capabilities of personal computers, local area networks and wide area networks.
  • Must have good customer service skills.
  • Must have excellent written and verbal communication skills.

Skills Preferred
  • Mainframe operations experience – Bull mainframe experience preferred

Experience Required
  • Experience 1 – 3 years

Experience Preferred
  • Mainframe operations experience – Bull mainframe experience preferred

Education Required
  • High School Diploma or GED Certificate required.

Education Preferred
  • Preferred education and/or experience: Project Management or related coursework.
  • Experience with business or process analysis and knowledge of records retention laws is a plus.
  • Experience with Microsoft Office (Word, Excel, Outlook, Visio, etc.) and SharePoint.

Additional Information
  • Schedule- (Assignment hours/schedule): 10:00PM to 6:30AM Friday – Tuesday.
  • However, training for the first two weeks will be M-F 8:00 am – 4:30 pm CANDIDATE MUST DESIRE SHIFT OF 10:00PM to 6:30AM. NO OTHER SHIFTS ARE AVAILABLE.