Help Desk Coordinator

General Summary

• Manage daily operations of IT help desk including Spiceworks help desk ticketing system, to include assigning tickets to help desk employees based on current workloads and specific disciplines of staff member.
• Prioritize and triage tickets appropriately based on impact to patient care and/or business processes.
• Dispatch help desk staff and coordinate resources & jobs accordingly. Be familiar with staff strengths and assign jobs based on specific duties or knowledge.
• Continue working role of ticket support, assisting help desk staff to complete assignments or elevate issues, as needed; communicate regularly and effectively with team; anticipate issues. Available to address questions & problems as they arise. Follow up with tickets to ensure they are completed in a timely and concise manner. Facilitate or be the project lead on new technology implementations with Cleveland Clinic or other vendors.
  
  Cross train the help desk on the support required for success.
• Lead or attend discussions/meetings as needed for technology changes.
• Primary contact for business applications support and troubleshooting including Vocera, Imprivata, Core, Kiosk, Ivanti, M365, AD, DHCP, request for new hire accounts and change requests, print auditing.
• Provide hardware upgrade and replacement roadmaps; investigate process and workflow challenges and recommend improvement paths; assist leadership on staffing challenges related to performance output.
• Triage with department leads on support needs, changes and upcoming projects.

• Self‑motivated, creative thinking and adept at problem‑solving.
• Must have excellent communications skills.

• Technical certifications recommended but not required.

• Manual dexterity necessary to operate a computer keyboard and mouse.
• Ability to capture and verbally document information clearly.
• Ability to work flexible hours including on‑call to accommodate the support needs of the organization.
• Maintains a professional appearance and demeanor at all times.
• Will be required to frequently move, unbox, re‑box PC’s, 24‑inch monitors, printers, and peripherals (10–50lbs) via the use of a two‑wheeled cart or dolly.
• Reliable transportation – occasional travel to offsite locations required.
• May occasionally be required to transport some equipment in your personal vehicle.