Help Desk Coordinator

At Chattanooga State Community College, the Help Desk Coordinator helps keep campus technology running smoothly by overseeing Tier I support and guiding a team of roughly ten specialists. This onsite role in Chattanooga, TN blends hands-on troubleshooting with strong operational leadership, staff coaching, and a drive to continually improve how support is delivered to students, faculty, and staff.

Responsibilities

• Manages timely and precise handling of Tier I support requests received by phone, email, chat, and in-person visits.
• Offers direct assistance with login problems, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support tasks.
• Maintains a courteous, empathetic posture when serving a diverse campus community.
• Monitors daily ticket queues, reallocates workload as needed, and resolves tickets personally to uphold service levels.
• Ensures faculty and staff have reliable access to instructional technology and standard computing resources.
• Liaises with media services, networking, and systems teams to escalate issues outside Tier I scope.
• Maintains knowledge base articles and user documentation to help users utilize college tech resources effectively.
• Coaches and trains Help Desk staff on communication, troubleshooting steps, and delivering quality customer service.
• Identifies recurring problems and trends, recommending process improvements or tech solutions to lower incident volume.
• Collaborates with academic and administrative units to anticipate upcoming needs and plan support strategies.
• Contributes to discussions on technology planning, user experience improvements, and service optimization.
• Documents support activity, asset updates, and user interactions within the ticketing system.
• Monitors metrics such as ticket volume, response times, and customer satisfaction to inform staffing and workflow decisions.
• Contributes to implementing standard operating procedures for incident intake, triage, escalation, and closure.
• Maintains and inventories Help Desk hardware, accessories, and peripheral equipment.
• Fosters an environment of respect, accountability, and responsiveness across the support team.
• Coordinates staff development opportunities aligned with the College's mission, values, and strategic themes.
• Provides technological support for events across the entire organization.

Requirements

• Associate’s degree required.
• 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.

Technologies

• Windows
• macOS
• Microsoft Teams
• Learning Management Systems (LMS)
• ITIL

Salary

USD 48,572 - 60,715 per year

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.