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Title: Help Desk Coordinator II

Division: COO - Chief Operating Officer

Position Department: Help Desk & Computing Support Services

Position Classification: NF - Non-Exempt/Full Time

Position Band: 24N-Non-Exempt/Hourly

Description of Duties:
This position's primary responsibility is the diagnosis and resolution of Help Desk inquiries for the Bentley faculty/staff/student Community. The position requires telephone support and one-on-one consultation for the purpose of operational support of Bentley approved or owned hardware and software. This position is responsible for entering, triaging, tracking and solving computer hardware and software problems for all faculty, staff and students. This position is responsible for maintaining several key operational components of the Help Desk as well as overseeing student workers.

This position requires a person who combines a reassuring demeanor, solid analytical skills, excellent employee management and experience with complementary technical skills in the area of PC computing. This person must be able to communicate well with clients, write effectively and clearly, and must combine knowledge and appreciation of higher education business priorities with knowledge of Microsoft based computing environments.

Additional Description of Duties: Primary responsibility is for entering, appropriate triaging and the ultimate resolution of operational problems and enquiries that come to the Help Desk via telephone, e-mail, voicemail, web and walk-in requests. This position is responsible for rectifying and diagnosing both hardware and software related issues. In this capacity, this person is responsible for timely troubleshooting, diagnosis and repairs of all manner of PC and peripheral problems. Communication with clients and/or other Client Services staff members toward the resolution of the above problems is critical to the position.

This position requires management of operational elements of the Help Desk. This includes maintaining the call center phone system and campus wide knowledge base. These elements will require contact and effective communication with third party support vendors.

This position is responsible for hiring, scheduling, developing, monitoring, evaluating, and overseeing training plans for up to 40 work study students.

Maintenance and upkeep of all necessary utilities, software and hardware required for service operations of the Help Desk. Knowledge of Linux, VOIP Phone Systems and various computing environments preferred.

Source: http://jobregistry.nafsa.org/jobs/4850388/help-desk-coordinator-ii

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