Help Desk Coordinator

Description

As the Help Desk Coordinator at HLB Lighting Design, you'll be the central point of contact for technical support across our creative and operational teams-both in the U.S. and internationally. You'll play a vital role in ensuring our designers, project managers, and studio staff have uninterrupted access to the tools and systems they need to bring light to life. This role blends technical expertise with a service-first mindset, supporting a dynamic, design-driven environment.

Key Responsibilities

Global IT Support

Provide first-line technical assistance to HLB Lighting Design offices across North America and abroad, resolving hardware, software, and connectivity issues with speed and professionalism.

International Collaboration

Coordinate with global studio teams to ensure consistent IT support across time zones, adapting to regional needs and cultural nuances.

Help Desk Management

Monitor and respond to support requests via ticketing systems, email, and phone. Prioritize and escalate issues as needed, ensuring timely resolution and clear communication.

Knowledge Sharing

Develop and maintain internal documentation, FAQs, and training resources to empower users and reduce recurring issues.

Flexible Coverage

Support international offices by adjusting coverage windows and collaborating with regional IT contacts to maintain continuity.

Performance Tracking

Support the analysis of help desk metrics to identify trends, improve workflows, and report on service levels to leadership.

System Maintenance

Assist in deploying updates, patches, and upgrades across HLB's network of studios and remote teams.

Requirements

Qualifications / Education and Experience

• 5 years' experience in help desk or IT support roles, ideally within experience within the AEC industry.
• Associate degree or equivalent combination of education and experience.
• Experience in an architecture, engineering, or design firm, a plus.
• Comp TIA A+ Certification, a plus
• Strong communication skills with the ability to support users of varying technical backgrounds.
• Familiarity with ticketing systems and remote support tools.
• Ability to work across cultures and time zones with empathy and adaptability.
• Organized, proactive, and comfortable juggling multiple priorities.

Physical Requirements

Compensation

$71,800 to $87,900

The final agreed upon compensation is based on cost of living, individual education, qualifications, and experience.

Benefit Clause : Includes but not limited to Medical, Dental & Vision plans, flexible spending account, 401(k) plans, life & AD&D insurance, short / long term disability plans, holidays, and paid time off.