Helpdesk Coordinator

About Roanoke College

Roanoke College is a place where every student who works hard has the opportunity to succeed. We champion potential, providing essential learning and leadership through innovative academic programs and transformative educational experiences, giving students the mettle, mindset, and empathy to pursue lives of purpose, build meaningful careers, and meet society’s most pressing needs. Located in scenic Salem, Virginia, Roanoke College is an intimate, welcoming community that has served the local region and beyond for nearly 200 years. Now, we’re building on momentum and offering a Roanoke experience for today’s students and a legacy that belongs to every Maroon. Learn about the College's new strategic plan, Imagine Roanoke: A Strategic Plan for Roanoke College and the 21st Century Learner.

Roanoke College is a nationally ranked residential liberal arts college affiliated with the Lutheran Church (ELCA), located in the beautiful Roanoke Valley of Virginia. A Phi Beta Kappa institution, Roanoke College is an equal opportunity employer and actively seeks diversity among its faculty, staff, and students; women and members of under-represented groups are especially encouraged to apply.

The Position

The Helpdesk Coordinator will oversee daily Helpdesk operations by coordinating and managing work flow of supporting tickets, assuring maximum customer service and support. They will coordinate workflows between the helpdesk, technician, media technicians and networking students, and maintain and update internal documentation for IT student workers along with coordinating basic user documentation and technical training. They will administer and support IT procurement and serve as secondary phone coverage for main Helpdesk.

Key Responsibilities:

• Oversee daily Helpdesk operations including in person, telephonic, and online support requests.
• Coordinate workflows between the helpdesk, technician, media technicians and networking students
• Maintain and update internal and external documentation for IT student workers, IT website and IT self-help articles
• Coordinate, schedule and oversee technical aspects of Campus office moves
• Coordinate technology needs for new faculty and staff
• Serve as secondary phone coverage for the main Helpdesk
• Coordinate annual computer replacements
• Oversee IT event coordination
• Administer, track and process IT procurement
• Assist with maintaining IT inventory
• Know and follow data information security and other college policies
• Perform other related duties in support of the Information Technology office.

Education, Experience, Skills, and Abilities:

• Minimum of Associate’s Degree required, Bachelor’s Degree preferred
• Minimum of 3 years of IT technical troubleshooting required
• Minimum of 3 years of experience with a ticketing software solution required
• Experience in higher Education experience preferred
• Effective communication with managers, coworkers and clients
• Provide excellent client service and consulting
• Solve problems creatively and keep up-to-date with new technology
• Reliable attendance