Floridatech

Helpdesk Coordinator

Florida Tech Main Campus Melbourne

Sponsorship not specifiedDetected 13 days ago

StatisticsHRCustomer SupportZendeskCommunicationProblem SolvingCompTIA

About the role

You will coordinate the helpdesk team's activities, ensuring efficient operation and excellent customer service.
Your role will involve handling inquiries, troubleshooting issues, and coordinating resolutions to ensure minimal downtime and maximum productivity.
In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex.

Maintain accurate records of all helpdesk interactions and resolutions
Provide first-level support and troubleshooting for hardware, software, and network issues
Escalate unresolved issues to the appropriate IT support teams
Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners
Assist Helpdesk Agents to deliver prompt and professional responses to user inquiries
Collaborate with IT team members to resolve complex issues. Participate in team meetings and contribute to continuous improvement initiatives

Supervise the daily activities of the helpdesk team.
Assign tasks and ensure timely resolution of user issues
Monitor helpdesk tickets and prioritize based on urgency and impact
Serve as the primary point of contact for users seeking technical assistance
Ensure high levels of customer satisfaction through effective communication and follow-up
Conduct training sessions for agents tier 1 helpdesk requirements
Participate in team meetings and contribute to continuous improvement initiatives
Bachelor's degree in Information Technology, Computer Science, or a related field

Florida Institute of Technology does not discriminate on the basis of race, color, national or ethnic origin, religion, disability, age, genetic information, marital status, citizenship status, veteran status, and other legally protected characteristics in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex. Inquiries concerning the application of the Non-Discrimination and Anti-Harassment policy may be directed to the Equal Opportunity Director and Investigator at 150 West University Blvd, Melbourne, FL 32901, or email equalopp@fit.edu, or +1 321-674-7153
or to the U.S. Department of Education Office for Civil Rights.
Americans with Disabilities Act
Please notify us at least five days in advance if a reasonable accommodation for a disability is needed by calling the Office of Human Resources at 321-674-8100.

on the basis of race, color, national or ethnic origin, religion, disability, age, genetic information, marital status, citizenship status, veteran status, and other legally protected characteristics in its activities an

This listing is sourced directly from Floridatech's careers page and normalized into a canonical job model.