Help Desk Coordinator

Support the help desk and client technical assistance operations for TopBloc in an onsite role in Chicago, IL.

Responsibilities

• Own intake for all Help Desk issues and manage tickets from start to finish
• Act as the initial point of contact for clients requesting technical assistance through the ticketing system
• Generate and distribute reports and analytics on ticket volume and trends
• Support internal delivery of high-quality solutions across multiple departments
• Configure, troubleshoot, and resolve ticketing system issues
• Serve as the subject matter expert for ZenDesk and/or ServiceNow
• Lead ZenDesk/ServiceNow orientation for new hires
• Maintain the ZenDesk/ServiceNow homepage
• Report breached security incidents to IT
• Create and maintain department Slack notifications as requested
• Implement configuration updates and changes in ZenDesk/ServiceNow to support evolving business needs
• Maintain the Help Desk internal knowledge base in Confluence

Requirements

• Bachelor’s Degree (required)
• Ability to manage multiple projects and initiatives simultaneously (required)
• Data analytics experience (preferred)
• Ticket management tool experience with ServiceNow (preferred)
• Advanced knowledge of Microsoft Office Suite, especially Microsoft Excel
• Strong commitment to exceptional customer service and collaboration
• Effective communication skills in both writing and speaking
• Ability to interact and collaborate positively with clients and coworkers to build confidence and trust
• Strong problem-solving ability with the capacity to consider alternative and diverse perspectives

Technologies

• Workday
• Workday Human Capital Management
• Payroll
• Financials
• ServiceNow
• ZenDesk
• Microsoft Office Suite
• Microsoft Excel
• Slack
• Confluence

Benefits

• Fast-paced, result-oriented work culture with competitive base salary
• Health, Dental, Vision, Disability, and Basic Life Insurance coverage
• Additional voluntary life insurance
• Paid Parental Leave & Pregnancy Related Medical Leave
• Generous paid sick leave
• Unlimited PTO
• Monthly wellness/gym subsidy
• Monthly phone subsidy
• 401(k) and ROTH retirement savings plan with matching
• Employee Assistance Program
• Company-sponsored volunteer opportunities, LinkedIn Learning access, and company/team outings
• Adoption Assistance

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer

Location: Chicago, IL (onsite)
Compensation: USD 50,000 - 62,000 per year
Employment Type: Non-exempt