Information Technology Helpdesk Coordinator

Located at our Core Lab within the Information Technology Department (Moraine, OH) Full-Time Day Shift (8:30 AM-5:00 PM) Position Summary: Perform first-level helpdesk support, perform basic troubleshooting, oversee Helpdesk staff and ticket queues, and other duties as assigned.  Assist with PC, printer, and other peripheral hardware and software upgrades. Identifies helpdesk problem issue trends with IT Operations Manager and offers potential solutions through procedure updates or education. Responsibilities: Assists in the work of our helpdesk team that provides support across CompuNet and various PHP locations – Including but not limited to purchasing equipment, communication, support initiatives, and service recovery. Assist the manager with the creation of on call schedule. Assist in training through the department. Participate in the on-call schedule for after-hours support.  Contribute to support services for CompuNet and other affiliated sites. Assists in planning, design, development, documentation, and implementation of support systems throughout CompuNet to provide business solutions to customers and allow for the flexibility of the future. Interact with CompuNet helpdesk staff, IT Operations, and LIS Team regularly regarding IT support, training, and equipment issues. Manage, monitor, and prioritize Track-IT ticket queue to ensure timely response and resolution of client issues.  Coordinate the workflow of the helpdesk. Contribute to the overall effectiveness of CompuNet by assisting with other duties as assigned. Ensure compliance with all departmental, company and regulatory policies and procedures. Qualifications: Associates Degree in Computer Science, Information Systems, or other related technical degree. Experience in IT or a related role preferred. IT or Helpdesk Management Certification preferred. Requires knowledge of the Microsoft Suite of applications and solid analytical and documentation skills. Physical & Safety Demands: Handle confidential information and data daily. Exercise sound reasoning and independent judgment. Potential exposure to electrical hazards during PC installation/diagnostics. Maintain flexibility with work hours as needed. Possible exposure to biohazard materials and hazardous chemicals. Follow all company safety, ergonomic, and health policies. Comply with PPE requirements in laboratory and biohazard areas. Complete required safety training and health evaluations promptly. Identify potential safety hazards, address unsafe conditions, and promote safety awareness.