Help Desk Coordinator

We have an opening for a Help Desk Coordinator at our Chattanooga State campus!

Our Purpose - We support and empower everyone in our community to learn without limits.

Our Values:

We cultivate a welcome and supportive environment.

We care about the well-being of each other.

We instill trust through integrity and transparency.

We encourage fearless innovation and resilience.

We collaborate to build a better future.

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.

POSITION SUMMARY

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.

POSITION OBJECTIVES

Holistic Student Support

• Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels.

• Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs.

• Maintains a positive and empathetic approach when addressing diverse student and faculty needs.

• Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards.

Teaching Excellence

• Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources.

• Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope.

• Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources.

• Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.

Program Innovation

• Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume.

• Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies.

• Participates in discussions related to technology planning, user experience enhancements, and service optimization.

Fiscal Stewardship

• Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system.

• Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments.

• Helps implement standard operating procedures for incident intake, triage, escalation, and closure.

• Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried.

Organizational Culture

• Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care.

• Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes.

• Provide technological support for events across the entire organization.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge

• Knowledge of Help Desk operations, ticketing workflows, and customer service principles.

• Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues.

• Knowledge of ITIL or similar service management best-practice frameworks preferred.

Skills

• Skill in communicating clearly and effectively in both written and verbal formats.

• Skill in leading teams, mentoring staff, and resolving conflict constructively.

• Skill in organizing work and prioritizing responsibilities in a high-volume support environment.

• Skill in using collaboration platforms such as Microsoft Teams.

Abilities

• Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations.

• Ability to analyze problems quickly and determine appropriate escalation paths.

• Ability to manage multiple priorities and deadlines effectively.

• Ability to build trust and maintain effective working relationships across campus.

• Ability to maintain confidentiality and exercise sound judgment.

• Ability to work flexible hours as needed during peak support periods or special events.

Physical Requirements

• Ability to lift and carry up to 30 pounds.

• Occasional standing, walking, or travel across multi-building campus locations.

• Occasional non-standard work hours for urgent issues or campus events.

Special Requirements

• Valid driver's license (if campus travel is required).

• Background check as required by college policy.

QUALIFICATIONS

Education and Experience

• Associate’s degree required; bachelor’s degree in information technology, computer science, or a related field preferred.

• Minimum of three years of experience in technical support or help desk operations required.

• Minimum of one year of supervisory or team lead experience required.

• Higher education experience preferred.

Salary Range: $48,572 - $60,715