Helpdesk Support

Position Summary:

The Helpdesk Coordinator plays a pivotal role in supporting the operational and administrative functions of the Office of Technology and Cybersecurity (OTC). Reporting directly to the CIO, this position serves as the first point of contact for helpdesk inquiries, ensuring prompt and professional resolution of technical issues while also managing a variety of administrative, procurement, and organizational tasks.

The coordinator works closely with OTC leadership to facilitate smooth day-to-day operations, maintain organizational data, and support strategic initiatives. This role requires a high level of professionalism, confidentiality, and adaptability to support executive-level needs and division-wide coordination. The ideal candidate is a senior-level professional with 5–7 years of experience in helpdesk and administrative support, highly organized, detail-oriented, discreet, and capable of managing multiple priorities in a dynamic environment.

This role is structured with an estimated time allocation as follows: approximately 50% of the coordinator’s time will be dedicated to helpdesk support, including ticket management and phone triage; 30% will focus on administrative assistance, such as scheduling, onboarding, travel coordination, and executive support; 10% will be spent on procurement-related tasks, including purchase orders and supply management; and the remaining 10% will be allocated to other duties as assigned, including event coordination, account management backup, and special projects.

Key Responsibilities:

Helpdesk Operations (50%)

• Serve as the first point of contact for general questions from OTC users.
• Work with internal subject matter experts (SMEs) to gather accurate information and provide timely responses to end users.
• Monitor and resolve assigned helpdesk ticket categories, with a focus on procurement-related tickets and routing them appropriately.
• Maintain documentation of ticket resolutions and contribute to knowledge base updates.
• Required Experience: 5–7 years in IT helpdesk or technical support roles, including experience in cross-functional coordination, ticket triage, and customer service.

Procurement Support (10%)

• Assist with minimal procurement activities:
• Initiate and track purchase orders (POs).
• Coordinate PO renewals and terminations.
• Order office supplies and equipment for OTC staff.
• Required Experience: Minimum 3 years in procurement coordination or purchasing support.

Administrative Assistance (30%)

• Schedule meetings for the CIO and deputy CIOs.
• Create and manage job requisitions in coordination with HR.
• Submit and track PSID (PeopleSoft ID) requests for OTC employees.
• Support onboarding/offboarding processes, including equipment and access provisioning.
• Draft welcome letters and coordinate interview logistics.
• Provide general administrative and clerical support to OTC managers and employees.
• Manage daily office needs and general administrative activities.
• Coordinate travel arrangements for OTC staff, including lodging, transportation, and reimbursements.
• Assist with VPN access requests, including form preparation, routing for approvals, and submission to administrative services.
• Work with CAI on new job postings, interview scheduling, candidate coordination, and onboarding activities.
• Required Experience: 5–7 years in executive-level administrative support, including HR coordination, travel logistics, and vendor collaboration.

Organizational Maintenance

• Create and maintain OTC organizational charts.
• Maintain the master list of all OTC employees.
• Provide access to files and conversations as required by job responsibilities.
• Ensure confidentiality and discretion in handling sensitive information.
• Required Experience: Minimum 3–5 years in organizational data management and administrative recordkeeping.

Backup Support

• Serve as a backup for account management tasks, including user provisioning, access reviews, and account updates as needed.
• Required Experience: Minimum 3 years in account or identity management support.

Event Coordination

• Organize and coordinate division-wide quarterly meetings and all-staff events.
• Manage logistics including catering, RSVPs, gift cards, and technical setup.
• Required Experience: Minimum 3 years in event planning or coordination.

Other Duties as Assigned (10%)

• Support special projects and initiatives as directed by the CIO.
• Maintain records and reports related to helpdesk, procurement, and staffing activities.
• Required Experience: Demonstrated flexibility and experience supporting cross-functional initiatives.

Required Skills and Qualifications:

Education Qualifications

• Associate degree or higher in Information Technology, Business Administration, or a related field is required.
• Relevant industry certifications or similar credentials are considered a strong plus.
• Equivalent combinations of education and professional experience (minimum 5–7 years in helpdesk and administrative support roles) may be considered in lieu of formal degrees.

Technical & Operational Skills

• Experience with helpdesk ticketing systems and basic troubleshooting.
• Familiarity with procurement workflows and PO systems.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with SharePoint, scheduling tools, and organizational chart software.
• Understanding of VPN setup and access request procedures.

Administrative & Communication Skills

• Strong written and verbal communication skills.
• Ability to manage calendars, coordinate meetings, and handle confidential information.
• Skilled in drafting professional correspondence and documentation.
• Experience coordinating travel and managing logistics.
• Experience working with external vendors (e.g., CAI) on staffing and onboarding.

Organizational & Interpersonal Skills

• Exceptional attention to detail and time management.
• Ability to multitask and prioritize in a fast-paced environment.
• Professional demeanor and customer service orientation.
• Ability to work independently and collaboratively across teams.

Confidentiality & Discretion

• Demonstrated ability to handle sensitive information with integrity.
• Commitment to maintaining confidentiality in all aspects of the role.