Help Desk Coordinator

Hybrid (3 days in office, 2 remote)
Preference is to be in the office more if possible, especially early on
Must be willing to coverThanksgiving, Christmas and New Years Eve (remote those day since the office is closed)
Shift: 7:30 - 4
Duties:
Provide fundamental first-contact IT resolution for all Federated Hermes customers in all locations. This includes:

• Ensure that all hardware and software related problems are identified, logged in the designated Cherwell tracking system, and the appropriate people notified with the Service Level guidelines.
• Troubleshooting issues with supported systems and applications via numerous entry points such as: Service Station walk-up interactions, phone calls, Teams messages, emails, etc.
• Fulfill service requests tasks as assigned to the teams work queue. Managing and support users throughout the lifecycle of these service requests
• Effectively managing customer expectations and meeting team service goals for both request fulfilment as well as incident resolution
• Conduct root cause analysis, if needed, of recurring issues to establish cause, recommend and implement solutions
• Generate knowledge base articles and documentation as needed or requested
• Facilitating communication between other service management function such as Incident Management
• Providing a first-contact resolution for customers whenever possible

Skills:

• Proficiency in Windows 11 end-user desktop computing environment, concentrating on Microsoft 365 products (excel, Outlook, Teams, Intune, and Azure).
• Experience supporting remote access/VPN users required
• Experience with mobile devices is preferred
• Commitment to information security and willingness to keep the firm safe
• Understanding of peripheral computing environment work such as print management, mobility device, and general systems applications (such as Adobe and other such business-oriented solutions)
• Strong customer support skills
• Problem-solving and troubleshooting abilities
• Effective communication skills
• Time management for handling multiple tasks efficiently
• Teamwork and collaboration for effective cooperation with the team members
• Working knowledge of Cherwell service management application or comparable ticketing tools.
• General understanding of general Network understanding, VMWare and ITIL Framework preferred
• Prior experience with an IT Service Desk or Technical school / associate degree or equivalent experience required. Bachelors degree in business, Computer Science, Management Information Systems, or equivalent experience preferred

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