UNKNOWN

ADAPTED_NOW

Coordinate with the IT Service Desk in how best to handle incident tickets and assist with L1.5 support issues related to end users or local IT PC installation issues. Assists more-senior Local IT team members, OT and Information Security leaders with reviewing and evaluating business technology needs, security, and systems requirements.

<p><b>Job Title: Desktop Support<br/>Location: Dalton, GA (Onsite)<br/>Type: Contract</b></p><p><b></b></p><p><b> Job Description:</b></p><p>Provide PC refresh Services and Tool Deployment</p><p><b> Operations:</b></p><p> Assist Local IT by installing ManageEngine, Crowd strike and Splunk on company owned equipment.</p><p> Assist Local IT to refresh 152 computers to company standards at the aforementioned sites</p><p>Coordinate with the IT Service Desk in how best to handle incident tickets and assist with L1.5 support issues related to end users or local IT PC installation issues.</p><p>Assist Local IT in additional infrastructure deployments at the four Dalton, GA sites</p><p>Assists more-senior Local IT team members, OT and Information Security leaders with reviewing and evaluating business technology needs, security, and systems requirements</p><p><b>Administration</b></p><p>Using the SNOW Platform, assist the regional Local IT team in the managing of tickets, including supporting XLA goals and objectives.</p><p>Keep Local IT Leadership team informed of remote site risks identified. Liaison with the various Local IT support channels for any L3 incident management.</p><p/><p><br/><br/><br/><br/><br/><br/><br/><em>Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.</em></p>

Diverse Linx

Desktop Support

FEED

The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs.

YEAR

<p>We have an opening for a <strong>Help Desk Coordinator</strong> at our Chattanooga State campus!</p><p>Our Purpose - We support and empower everyone in our community to learn without limits.</p><p>Our Values: </p><p>We cultivate a welcome and supportive environment.</p><p>We care about the well-being of each other.</p><p>We instill trust through integrity and transparency.</p><p>We encourage fearless innovation and resilience.</p><p>We collaborate to build a better future.</p><p>Our Mission - We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations.  Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future.</p><div><div><p>POSITION SUMMARY </p></div><div><p>The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes.  </p></div><div><p>POSITION OBJECTIVES </p></div><div><p>Holistic Student Support </p></div><div><ul><li><p>Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels. </p></li></ul></div><div><ul><li><p>Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs. </p></li></ul></div><div><ul><li><p>Maintains a positive and empathetic approach when addressing diverse student and faculty needs. </p></li></ul></div><div><ul><li><p>Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards. </p></li></ul></div><div><p>Teaching Excellence </p></div><div><ul><li><p>Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources. </p></li></ul></div><div><ul><li><p>Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope. </p></li></ul></div><div><ul><li><p>Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources. </p></li></ul></div><div><ul><li><p>Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.  </p></li></ul></div><div><p>Program Innovation </p></div><div><ul><li><p>Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume. </p></li></ul></div></div><div><div><ul><li><p>Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies. </p></li></ul></div><div><ul><li><p>Participates in discussions related to technology planning, user experience enhancements, and service optimization. </p></li></ul></div><div><p>Fiscal Stewardship </p></div><div><ul><li><p>Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system. </p></li></ul></div><div><ul><li><p>Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments. </p></li></ul></div><div><ul><li><p>Helps implement standard operating procedures for incident intake, triage, escalation, and closure. </p></li></ul></div><div><ul><li><p>Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried. </p></li></ul></div><div><p>Organizational Culture </p></div><div><ul><li><p>Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care. </p></li></ul></div><div><ul><li><p>Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes. </p></li></ul></div><div><ul><li><p>Provide technological support for events across the entire organization. </p></li></ul></div><div><p> </p></div><div><p>KNOWLEDGE, SKILLS, AND ABILITIES </p></div><div><p> </p></div><div><p>Knowledge </p></div><div><ul><li><p>Knowledge of Help Desk operations, ticketing workflows, and customer service principles. </p></li></ul></div><div><ul><li><p>Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues. </p></li></ul></div><div><ul><li><p>Knowledge of ITIL or similar service management best-practice frameworks preferred. </p></li></ul></div></div><div><div><p>Skills </p></div><div><ul><li><p>Skill in communicating clearly and effectively in both written and verbal formats. </p></li></ul></div><div><ul><li><p>Skill in leading teams, mentoring staff, and resolving conflict constructively. </p></li></ul></div><div><ul><li><p>Skill in organizing work and prioritizing responsibilities in a high-volume support environment. </p></li></ul></div><div><ul><li><p>Skill in using collaboration platforms such as Microsoft Teams.  </p></li></ul></div><div><p>Abilities </p></div><div><ul><li><p>Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations. </p></li></ul></div><div><ul><li><p>Ability to analyze problems quickly and determine appropriate escalation paths. </p></li></ul></div><div><ul><li><p>Ability to manage multiple priorities and deadlines effectively. </p></li></ul></div><div><ul><li><p>Ability to build trust and maintain effective working relationships across campus. </p></li></ul></div><div><ul><li><p>Ability to maintain confidentiality and exercise sound judgment. </p></li></ul></div><div><ul><li><p>Ability to work flexible hours as needed during peak support periods or special events. </p></li></ul></div><div><p>Physical Requirements </p></div><div><ul><li><p>Ability to lift and carry up to 30 pounds. </p></li></ul></div><div><ul><li><p>Occasional standing, walking, or travel across multi-building campus locations. </p></li></ul></div><div><ul><li><p>Occasional non-standard work hours for urgent issues or campus events. </p></li></ul></div><div><p>Special Requirements </p></div><div><ul><li><p>Valid driver's license (if campus travel is required). </p></li></ul></div></div><div><div><ul><li><p>Background check as required by college policy. </p></li></ul></div><div><p>QUALIFICATIONS  </p></div><div><p>Education and Experience </p></div><div><ul><li><p>Associate’s degree required; bachelor’s degree in information technology, computer science, or a related field preferred. </p></li></ul></div><div><ul><li><p>Minimum of three years of experience in technical support or help desk operations required. </p></li></ul></div><div><ul><li><p>Minimum of one year of supervisory or team lead experience required. </p></li></ul></div><div><ul><li><p>Higher education experience preferred. </p></li></ul><p><strong>Salary Range: $48,572 - $60,715</strong></p></div></div>

TNBR Careers

Help Desk Coordinator

Best Practices

Coaching

Communication Skills

Computer Science

Conflict Resolution

Continuous Improvement

Customer Satisfaction

Customer Support/Service

Driver's License

Educational Administration

Educational Technology

Equipment Maintenance/Repair

Establish Priorities

Help Desk

ITIL (IT Infrastructure Library)

Identify Issues

Incident Management

Information Technology & Information Systems

Inventory Management

Leadership

Learning Management System (LMS)

Lift/Move 30 Pounds

Mac Operating System

Mentoring

Metrics

Microsoft Product Family

Microsoft Windows System Administration

Multitasking

Needs Assessment

Network Systems

Operational Support

Organizational Culture

Organizational Skills

Peripheral Hardware

Physical Demands

Problem Solving Skills

Procedure Implementation

Process Improvement

Software Administration

Standard Operating Procedures (SOP)

Stewardship

Strategic Planning

Support Documentation

Team Lead/Manager

Team Player

Technical Support

Time Management

Training/Teaching

User Interface/Experience (UI/UX)

Willing to Travel

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Desktop SupportDiverse Linx

Help Desk CoordinatorTNBR Careers

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