Service Desk Coordinator Remote

This position is part of the primary customer facing technical support team on the HealthCare District Service Desk. Employees in this position are responsible for resolving support requests in the assigned time where possible, or escalating such when necessary. Provides the Director of IT Service Center and Service Desk Manager with periodic status updates and statistical reports concerning open and closed calls for the period, and reports any outstanding calls in excess of the established time parameters.

Essential Functions:

• Determines problems that can be resolved immediately and personally or directs problems to the appropriate entities for resolution.
• Documents all reported system problems for the purpose of submitting statistical report. Uses existing Service Desk Software to record and report information such as time of first response, timing of escalations, time of final resolution, and time of problem follow up.
• Daily replaces tapes in weekly backup cycle.
• Maintains security forms and inventory of hardware and software and their related assets tracking.
• Assists with software license agreements and monitors their distribution.
• Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.
• Monitors computer room environment to ensure servers are kept functional and reports all problems to supervisor.
• Ensures daily distribution of summary reports to department staff that outlines problems currently unresolved.
• Performs various special projects as directed.
• Installs new hardware and software when necessary.
• Functions as the part of the District’s IT Service Desk team assisting end users to perform troubleshooting and resolution of computer equipment and desktop software problems as they occur.
• Coordinates offsite storage and retrieval of backup tapes.
• Maintains security access as requested via User Registration Forms.
• Coordinates with those to whom the problem has escalated to ensure expedience in addressing and resolving the problem.
• Coordinates printer troubleshooting.

• High School diploma or G.E.D. required. Associate's degree with coursework emphasis in computer science, information systems, or closely related field preferred.

• One (1) to three (3) years progressively responsible experience in supporting and troubleshooting applications as well as end user needs required.

• A+ certification preferred.

• Valid Florida Driver's License required.

• MCP, A+, Network+ training preferred.