Information Technology Help Desk Coordinator

IT Help Desk Coordinator

Oakbrook Terrace, IL (hybrid 2 days onsite)

Summary

We are seeking a professional, service-oriented, and technically skilled IT Helpdesk Coordinator to join our organization. In this role, you will serve as the primary point of contact for employees requiring technical assistance, ensuring technology solutions support productivity and business operations. The ideal candidate is dependable, customer-focused, and capable of providing timely technical support, troubleshooting, and issue resolution while maintaining discretion when handling sensitive business information.

Key Responsibilities

• Diagnose and resolve technical issues involving desktops, laptops, mobile devices, telephony systems, and related technologies.
• Communicate regularly with end users regarding the status of support requests and expected resolution timelines.
• Escalate complex issues to appropriate technical teams while tracking progress through resolution.
• Install, configure, maintain, and support hardware and software across multiple office locations.
• Provide end-user assistance, training, and guidance on systems, applications, and technology tools.
• Deliver technical support in accordance with established procedures and identify opportunities to improve documentation and processes.
• Ensure support activities align with organizational standards and service expectations.
• Partner with IT leadership to identify recurring issues and recommend long-term improvements and solutions.
• Communicate important system updates, service disruptions, and enhancement opportunities to stakeholders.
• Utilize the helpdesk ticketing platform to manage and prioritize support requests efficiently.
• Keep users informed of technology changes and provide relevant training when required.
• Configure and deploy computers, software, peripherals, and related equipment for new and existing employees.
• Coordinate onboarding technology needs with Human Resources and other departments to ensure equipment is ready for first-day use.
• Provide support for conference room technology, including audio/video systems and virtual meeting tools.
• Maintain and track technology assets, ensuring inventory records remain accurate and up to date.
• Perform additional duties and projects as assigned.

Qualifications & Requirements

To perform successfully in this role, candidates should possess strong technical knowledge, customer service skills, and the ability to manage multiple priorities in a fast-paced environment.

Technical Skills

Experience with the following technologies is preferred:

• Microsoft Office Suite
• Document Management Systems (DMS)
• Microsoft SQL Server Administration
• Citrix environments
• Active Directory and Group Policy
• Windows operating systems
• Workstation imaging and deployment
• VoIP phone systems
• Mobile device support (iOS preferred)

Professional Skills

• Strong troubleshooting, analytical, and problem-solving abilities.
• Experience providing hands-on technical support to end users in multiple locations.
• Ability to work independently with minimal supervision.
• Demonstrated commitment to customer service and teamwork.
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Ability to support diverse user groups in a professional and courteous manner.
• Capable of managing multiple priorities effectively in a deadline-driven environment.
• Reliable attendance and punctuality.

Education & Experience

• High School Diploma or equivalent required.
• Associate’s degree, technical certification, or equivalent combination of education and experience preferred.
• Minimum of 2 years of experience providing end-user IT support in a professional environment.
• Microsoft certifications or equivalent technical certifications are a plus.
• Working knowledge of networking, infrastructure, and telecommunications technologies is preferred.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance