Helpdesk Coordinator
Location:  Knoxville, TN
Pay: $52,500 + 30-50% annual bonus 

Summary

• Act as the Initial point of support for trouble calls. 
• Responsible for tier 1 resolution of issues and routing more complex requests to appropriate team member(s), deploys new software to users using enterprise management tools (SCCM, PDQ, Intune), sets up hardware for new employees, assists with office moves, deploys, and programs desk phones (VOIP) for new users. 
• Develops and maintains onboarding documentation and training for all new employees. 
• Manages AD accounts for user changes including new hire and terminated employees. 
• Manages the administration of security training platform including selecting and assigning modules, reporting, and phishing simulations. 
• Images and deploys laptops to new users or as needed for replacement of old hardware. 
• Identifies and keeps list of EoL hardware (laptops, desktops) for budgeting. Manages corporate AV solution, ensuring it is installed and up to date on all required endpoints.

 
Major Position Responsibilities

• It is an essential requirement of the job that the employee have the ability to function in a feedback-rich, team-based environment.
• Employees must possess good interpersonal skills and be compatible with co-workers.

ESSENTIAL
65%    Helpdesk Support

• Solving problems for employees about various PC hardware/software products, SaaS applications, office equipment (copiers/fax machines) and phone/voice mail systems.
• Physical install/move of equipment at employee desks.

25%    Helpdesk Systems Administration

• Training/onboarding program development, administration, and maintenance.
• Antivirus system administration and maintenance.

10%    Project Work

• Documentation, assisting team members with other tasks as needed.

 
Qualifications
Education

• Minimum 2 Year Degree or relevant technical experience in an enterprise environment

Specialized Skills

• Microsoft Windows, Office 365, Cisco VoIP system, Various AV platforms, hardware/software troubleshooting

Category Code: JN008
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