Help Desk Coordinator

Job Title: Help Desk Coordinator Location: Trenton, NJ

Work Schedule: 35 hours per week

Training Location: Onsite at 25 Market St., Trenton, NJ

Job Summary We are seeking a Help Desk Coordinator to provide first-level technical support to end users, troubleshoot computer and application issues, identify root causes, and resolve technical problems. The ideal candidate will have strong communication skills, knowledge of Microsoft applications, and the ability to explain technical information clearly to non-technical users. Training on AOC procedures and systems will be provided.

Key Responsibilities

• Provide first-level help desk support to customers and end users.
• Troubleshoot and resolve issues related to Microsoft Windows, Office applications, and business systems.
• Log incoming incidents, service requests, troubleshooting steps, and resolutions.
• Maintain knowledge of the operating environment, support tools, applications, and IT procedures.
• Provide technical support for AOC business applications.
• Assist with site support and project-specific assignments as needed.
• Communicate issue status and follow up with end users according to established procedures.
• Ensure all resolved incidents are properly documented and closed.
• Follow established IT policies, procedures, and information systems standards.
• Organize and prioritize support requests in a fast-paced, deadline-driven environment.

Required Skills And Qualifications

• Excellent verbal and written communication skills.
• Knowledge of Microsoft Windows 10.
• Familiarity with Microsoft Windows Server, Active Directory, and Office 365.
• Experience using Microsoft Word, Excel, and Visio.
• Strong troubleshooting, customer service, and problem-solving skills.
• Ability to explain technical concepts clearly and professionally to end users.
• Ability to manage multiple requests, prioritize tasks, and meet deadlines.

Preferred Qualifications

• Two-year college degree or equivalent technical education.
• Previous help desk or IT support experience.
• Experience supporting Microsoft applications and business systems.

Note: Onsite training will be provided at 25 Market St., Trenton, NJ, including training on AOC procedures and mainframe systems.