The Help Desk Coordinator is an effective communicator, listener, problem solver and collaborator, with the ability to shape a positive, engaging customer experience. The Help Desk Coordinator oversees technology support requests, managing intake, delegation and escalation of all incoming requests. The primary responsibility of the Help Desk Coordinator is to respond to requests for technology support from students, staff and faculty. The Help Desk Coordinator ensures that every request for technical support is resolved efficiently, effectively, and with superior customer service.
Duties also include assisting in the development of documentation and processes, consulting, troubleshooting issues with software, hardware, and enterprise systems, and proactively identifying ways to improve end users' experience with these systems.MAIN RESPONSIBILITIES:Provide Front-line Support - 80%
Team Coordination - 20%
- Oversee 100% of service request intake, incidents and problems through all available channels, including phone, email, web and walk-in.
- Provide 1st tier response to resolve requests, using documented troubleshooting and issue resolution protocols.
- Escalate requests to 2nd tier support as appropriate to service providers in Educational Technology Services, and ensures follow through to resolution.
- Manage and coordinate urgent and complicated support issues.
- Help to determine the root cause of issues and communicates appropriately to internal and external customers. Ensure that all necessary and relevant information is properly documented in tickets escalated to department staff.
- Assist in development and maintenance of documentation, which includes procedures for responding to service requests as well as self-help documentation for end users.
- Answer inquiries on procedures and policies; prepare and maintain procedures, forms and instructional documentation.
- In collaboration with our Instructional Designer, support and manage the Learning Management Systems to help users to best use services.
- In collaboration with technical staff, provide end user instruction, troubleshooting, and some administrative support for numerous systems supported by Educational Technology Services, including user account management, Google Apps for Education, Workday, Webadvisor, Portal, Symplicity, Eventbrite, and other information systems.
- In collaboration with user support specialists, provide end user instruction and troubleshooting in basic computing, networking, security, software and device management.
- Ensure collection and use of appropriate metrics and monitor Help Desk performance and efficiency; suggest new strategies to improve services as appropriate.
- Participate in planning of improvements to services and processes.
Non-Essential Job Function(s)
- Hire, train and schedule work study students.
Coordinate the use of workstudy students to assist in managing requests and documentation as appropriate.
- Uphold a standard of excellence for customer service, student advocacy and professionalism.
- Performs additional duties as required.
- 2 years experience in an IT service/Help Desk environment.
- Bachelor's degree in a related field or equivalent professional experience in information and instructional technology preferred.
- Knowledge of best practices for utilizing technology in an academic environment, preferred.
- Significant experience with technology troubleshooting and ticketing systems.
- Demonstrated understanding of principles and practices of excellent customer service.
- An enthusiasm for working with people in an agile and creative environment.
- A demonstrated systems thinker.
- Team-oriented approach to collaboration.
- Excellent communication skills and ability to be diplomatic and highly responsive in all interpersonal interactions.
Please note that in an effort to keep the CCA community safe, the College has made the decision to require all staff, faculty, and students on campus to be fully vaccinated by September 1, 2021. The job responsibilities of this position will require time regularly spent on campus, and therefore the incumbent will be asked to follow the CCA vaccination requirement, unless an exemption is approved. Please reach out to email@example.com
with any questions. Location
San FranciscoAdditional LocationsApplication Instructions
Applicants are required to attach a cover letter and resume. Incomplete applications will not be considered. Recommended document file formats are Word or PDF. If there are multiple attachments, we recommend compressing/zipping your files into a zip format file. There is also a place in the application for you to provide a link to large documents. Please submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions.Application Deadline
For staff positions, screening begins immediately and continues until the position is filled.EEO Statement
As an educational and cultural institution, California College of the Arts has a responsibility to provide access and opportunities for all people, with special attention to supporting groups historically underrepresented in higher education.
We believe that a culturally diverse campus is integral to academic excellence, and our student, faculty, staff, and trustee bodies should reflect the diverse world in which we live, with attention to race, ethnicity, religious creed, national origin, age, sex, sexual orientation, gender identity or expression, and ability.
California College of the Arts is an equal opportunity employer and encourages applications from individuals who will contribute to its diversity.Questions?
Please address any questions to firstname.lastname@example.org
. To apply, visit https://cca.wd5.myworkdayjobs.com/en-US/CCA/job/San-Francisco/Helpdesk-Coordinator_R506565.
Founded in 1907, California College of the Arts (CCA) is an independent art college with 21 undergraduate programs in architecture, design, fine arts, visual studies, and writing. The college also has graduate programs in architecture, comics, curatorial practice, design, design strategy, film, fine arts, visual and critical studies, and writing. Through these programs, the college has created a dynamic and interdisciplinary environment. Diverse cultural perspectives enrich the CCA community and the college believes that continuing to expand the horizons of the students and faculty is essential to achieving its educational objectives. With campuses in Oakland and San Francisco, CCA currently enrolls 1,950 full-time students.