Help Desk Coordinator

Location: Sioux Falls, SD
Shift: M-F 6am - 2:30pm
Job Status: Full-Time
Company: PREMIER Bankcard 

About the Role
The Helpdesk Coordinator answers inbound support calls, works with internal customers to define, and document incident scope, researches and troubleshoots issues to achieve first call resolution or escalate incidents when appropriate.  Creates, modifies, and terminates user accounts across defined applications.

Responsible for support requests pertaining to temporary access and employee changes.  In addition, the Helpdesk Coordinator participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment. 

Job Duties and Responsibilities 


* Learns to use professional concepts.

Applies team procedures to solve routine problems.


* Works on problems of limited scope.

Follows standard practices and procedures to solve problems.  Builds stable working relationships internally to further problem-solving.


* Normally receives detailed instructions on all work.  Requires supervision over non-routine work.


* Responds to user questions and inquires via telephone, email, service portal and other communication methods.


* Enters, assigns, and tracks service requests and incidents with internal tracking solution.

Refers service issues to IT management.


* Meets or exceeds statistical metrics regarding tickets and calls.


* Provides technical support and solves the basic and routine user hardware and software problems or questions including desktop computer hardware and software and end user peripherals.


* Analyzes the security impact of each request, identifying approvals needed and determining the appropriate approach to complete the request.


* Provide the highest levels of support professionalism including the ability to effectively communicate not only with end-users, but also internal operations and third-party vendor support via phone, e-mail, and in-person.


* Maintains effective service relationships with business units by keeping them informed of the status of their access requests and tickets and providing non-technical answers to additional questions.


* Properly documents problem tickets into internal tracking system, establishing priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures; follows up and communicates ticket information to users when appropriate.


* After hours on-call phone support for critical issues arising outside of normal business hours.


* Creates and administers new user accounts, passwords, and privileges/rights assigned and directed by IAM Analysts.


* Maintain and distribute security key cards for employees.


* Disable user accounts and restrict access for separated employees and in security risk situations.


* Completes access security requests to grant, update or remove employees and contractors’ syst...