Coordinator, Help Desk

The Coordinator, Help Desk is charged with providing rapid response for end-user support and coordinating hardware and software needs through ticketing, calls, and emails.

Working closely under the direction of the Manager, Help Desk, the Coordinator will also provide critical onsite support during the Sundance Film Festival.

• Resolving tier 1 and tier 2 end-user support within 24 hours or as soon as possible, escalating as necessary.

  • Tier 1 tasks could include account creation, password resets, hardware setup assistance, and basic troubleshooting.

  • Tier 2 tasks could include remoting into a user’s computer to apply fixes and updates, assigning applicable licenses to an end user, or making adjustments to an end user’s account, or assisting in application management.

• Administering Windows OS, MacOS, software application updates and patches as assigned.

• Administering access to files, within Google Drive, Shared Drive, and other resources using file/folder permissions.

• Maintaining printers by replacing toner, clearing jams, and proactively ordering replacement toner.

• Installing and managing communication platforms such as Zoom and Slack to ensure end users phone provisioning, video conferencing capabilities, and ability to use chat functions.

• Setting up, configuring, and testing all new employee workstations prior to their first day of work.

• Conducting new employee tech orientations and ongoing training of systems and equipment as necessary.

• Traveling to the Festival and other event worksites for setup and support as needed.

• Creating and maintaining end-user Google G Suite Apps.

• Tracking and organizing hardware and software inventory and coordinating loaned hardware checkout and checkin, ensuring adherence to all procedures.

• Performing equipment repair of laptops, memory replacement, battery replacement, hard drive replacement as needed.

• 2 years of experience configuring and administering Mac/PC mixed environment of computer equipment and mobile devices.

• Valid driver’s license and successful completion of MVR background check.

• Great customer support skills and the ability to explain complex technical issues in easy to understand terms.

• Ability to de-escalate tense situations and upset end-users.

• Ability to work autonomously and in a team environment.

• Experience with network switches, network cabling, configuration and troubleshooting of network printers and copiers.

• Knowledge of Google Apps for business, including Gmail, Docs, Sheets, and Slides.

• Outstanding verbal, written, and interpersonal communication skills required to work effectively with a wide variety of people.

• Excellent organizational skills with the ability to multitask.

• Experience with video conference, audiovisual equipment, and projectors preferred.

• Experience with Help Desk issue tracking software preferred.

• Legal authorization to work in the United States.

• Have a good understanding of hardware and software installation and a desire to learn.

• Demonstrate the ability to work well in a team environment and communicate effectively across the department.

• Provide end-user support by efficiently resolving tier 1 and 2 help desk requests.