Summary

The Helpdesk Coordinator’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.  This role will also support the use of the 3D printer.

Essential Duties and Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.

3D Printing responsibilities
 

• Collaborate closely with designers and engineers to understand printing requirements.
• Operate and maintain 3D printers, including setup, calibration, and troubleshooting.
• Conduct quality control checks on printed objects to verify adherence to specifications and standards.
• Manage inventory of 3D printing materials and supplies, ensuring adequate stock levels.
• Stay informed about advancements in 3D printing technologies and techniques, and propose innovative solutions to improve processes.
• Provide training and guidance to team members on 3D printing best practices and safety protocols.
• Troubleshoot technical issues with 3D printers, such as software errors, filament jams, and print failures.

Supplemental Duties and Responsibilities

• Administer and maintain end user accounts.
• Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• If necessary, liaise with third-party support and PC equipment vendors.
• Develop and maintain training materials and documentation.
• Other duties may be assigned as required.

Competencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associate’s degree or equivalent in a related field from a 2-year college or technical school; or 1 year of related experience and/or training/education.