Help Desk Coordinator I

Job ID: KH06-15

Position Title: Help Desk Coordinator I

Working Location: TN, Bristol - Corporate Office

Employment Status: Full-Time

Required Experience: Not Indicated

Required Education: Not Indicated

Travel Required: 0%

Job Description
This position provides technical support to computer users via telephone or e-mail; routes more advanced problems to appropriate MIS technical support.

Essential Duties and Responsibilities:

? As Help Desk requests occur, answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
? Interviews user to collect information about problem, and leads user through diagnostic procedures to determine source of error.
? Determines whether problem is caused by hardware such as modem, printer, cables, or telephone or is software related.
? Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
? Logs and tracks calls using problem management database, and maintains history records and related problem documentation; tracks and monitors reported problems to ensure a timely resolution.
? Prepares standard reports, such as help desk incident reports.
? Other duties as assigned.


Essential Skills
This position requires an associate's degree in Computer Technology and one year related experience and/or training; or equivalent combination of education and experience.
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