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Helpdesk Coordinator


 


 


 


The Helpdesk Coordinator provides support and is responsible for answering and resolving technical support calls from employees in our corporate headquarters, 12 remote sites in the US, backup to 9 sites internationally, and approximately 500 additional users from within our remote sales force for a total of approximately 1800 users. This position will resolve basic technical issues both software and hardware related. The Helpdesk Technician reports directly to the Help Desk Manager.


 


Position Responsibilities


Resolving basic technical issues by: (90%)



  • Successfully answering and resolving incoming technical support issues through email or technical support help line;

  • Contributing to a cumulative 95% answer rate;

  • Recording all calls or tickets and provided solutions in Service-Now (web-based customer support system);

  • Escalating helpdesk tickets as necessary to appropriate level II Technicians;

  • Providing basic or level I support and solutions to issues including account maintenance for Active directory, hardware replacement and troubleshooting, software installation and support, and new computer build and deployment.


Supports the department by meeting its objectives by: (10%)



  • Accurately entering part orders, following up on orders, and managing vendors through the process;

  • Requesting, logging, and updating vendor quotes;

  • Participating in projects to improve accuracy, effectiveness or efficiency of the system or process;

  • Keeping all documentation of processes up to date in accordance with Sarbanes Oxley guidelines; and

  • Other duties as assigned.


 


Position Requirements



  • Post high school education or combination of equivalent work experience (Bachelors Degree in Computer Science or related field preferred).

  • Basic networking knowledge and troubleshooting skills.

  • Basic knowledge of Windows server and Active Directory.

  • Basic knowledge of Windows operating system

  • Willingness to work as part of a team and contribute to the success of the group.

  • Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.



  • Ability to manage calls (within ACD phone system preferred).

  • Excellent organizational skills, including the ability to work effectively under pressure and deal with multiple priorities.


Preferred:



  • 1 or more years experience in helpdesk or technical support environment.

  • 1 or more years experience working with Microsoft Windows 7/10 operating system.

  • 1 or more years experience with Microsoft Office and similar software applications.

  • Basic knowledge of iPhone technologies.


 


Competencies:



  • Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

  • Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

  • Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

  • Applied Learning: Assimilating and applying new job-related information in a timely manner.

  • Technical/Professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

  • Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

  • Building Partnerships: Identifying opportunities and taking action to build strategic relationships between ones area and other areas, teams, departments, units, or organizations to help achieve business goals.

  • Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

  • Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable


 


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James Hardie is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability. Equal Employment Opportunity is the law.




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