Support Jobs in Chattanooga, TN

1 job found

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2mo ago

Help Desk Coordinator

Chattanooga State Community College Chattanooga, TN

Chattanooga, TN

2mo ago Closed

$49k - $61k/yr Full time Application Support Computer Skills Coordinator

This position is no longer accepting applications (closed Jun 21, 2026).

Job Description

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.

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