Position title: Help Desk Coordinator
Reports to: Associated VP of Integrated Services
Manage help-desk -- Responsible for development and implementation of technical support processes and procedures,
evaluation and recommendation of Help Desk tools, development of Help Desk scripts, creation and publication of Help
Desk materials and documentation, and design and implementation of reports to measure performance of Help Desk staff.
May provide advice and assistance regarding PC- or network related problems. Provide second/third level software and
hardware support for staff/faculty. Supervise and train work-study students for routine operations of the help desk
when available. Maintain ITS Department and help-desk documentation, databases, and web site as directed. Manage user
accounts, including Active Directory, Exchange, email, Self-Service and Moodle, for students, faculty and staff on the
local area network. As time permits, assist with training of end users in various software applications.
Mission and strategic plan
Reflecting the Benedictine virtue of hospitality, the ITS Help Desk Coordinator strives to make the ITS Help Desk
easily accessible and ensures that the ITS department provides a welcoming and friendly atmosphere. The ITS Help Desk
Coordinator ensures that peoples of all ages, religions, cultures, nationalities and diverse viewpoints are welcomed
into our department and receive the highest level of customer service. By providing technology assistance and training,
the ITS Help Desk Coordinator provides an essential component to the Saint Martin's University community’s ability to
take full advantage of the numerous technological opportunities available to them so that we may all be more successful
in reaching our goals.
Level of supervision and supervisory responsibility
General Direction: The employee carries out work assignments in accordance with the policies and objectives established by the
supervisor. The employee plans and organizes the work, determines the work methods which will be employed and assists in
determining priorities and deadlines. Completed work is reviewed in terms of the employee’s effectiveness in producing the
Responsibilities and essential functions
- Manage help-desk telephone support service – coordinate with ITS staff and student workers to provide a first level support
service for staff/faculty software and hardware support.
- Manage user accounts, including computer, Active Directory, Exchange, email, Self-Service, Moodle and “pcounter”, for
students, faculty and staff on the local area network.
- Supervision and train work-study students for routine operations of the help desk .
- Coordinate and manage the ITS Department’s computer user training program.
- Coordinate and manage the creation and maintenance of ITS Department and help-desk documentation, databases, and web site.
- Maintain up-to-date knowledge of educational computing, standard computer products and technical materials.
- Complete other duties as assigned.
- Communicates orally with constituents in a face-face, one-to-one setting.
- Communicates orally with constituents and outside agents, using a telephone.
- Observes, compares, or monitors data to determine compliance with prescribed operating standards.
- Troubleshoots and resolves user technical support issues.
- Produces written documents and electronic correspondence with clearly organized thoughts using proper sentence construction, punctuation and grammar.
- Enters data or information into a terminal, PC or other keyboard device.
- Must be capable of working in a stressful work environment.
- Must be able to report to work on time according to a schedule.
- Must be supportive of the Benedictine values of the University.
- At least two years working experience and proficiency with MS Windows, and MS Office Professional in a customer support or helpdesk role.
- Excellent customer service, communications, interpersonal, and communications skills.
- Associates degree or equivalent experience.
- Proven ability to troubleshoot technical problems related to network access and desktop applications.
- Successfully pass a criminal background check.
- Working knowledge of Windows Server operating system management.
- Experience with higher education software systems such as Moodle or PowerCAMPUS.
- Experience administering Active Directory
- Experience with a serve request tracking system
- Moves objects (less than 20 pounds) long distances (more than 20 feet).
- Ability to be mobile campus wide for appropriate business needs.
- Operates a variety of standard office equipment requiring continuous or repetitive arm-hand movements.
- Reading, writing, speaking, hearing, standing, bending, sitting.
- Learning and comprehending.
- Requires visual concentration on detail.
- Manual dexterity and precision required for keyboarding.
- Must be able to sit for long periods at a time at a computer.
- May occasionally be required to deal with distraught people.
- Must be able to concentrate on details and process complex information while experiencing frequent interruptions.
- Must be able to communicate effectively with people at all levels under stressful conditions.
The principles of the Catholic Benedictine tradition, equal
employment opportunity, and nondiscrimination are fundamental to the
mission, goals, and objectives of Saint Martin’s University. The
University does not discriminate in employment or in the delivery or
administration of its educational programs, policies, scholarship and
loan programs, athletic or other University programs on the basis of
sex, sexual orientation, race, color, religion (except as a bona fide
occupational qualification for certain select positions), marital
status, national or ethnic origin, military or veteran status, age, or
Students or employees with concerns or complaints about discrimination on the
basis of sex in employment or an education program or activity, or any other
inquiries related to the University's non-discrimination policy, may contact the
Director of Human Resources/Title IX Coordinator
5000 Abbey Way SE, Lacey WA 98503
Consistent with the requirements of Title IX of the Education Amendments of
1972 and the regulations adopted under that law, the University has designated
the above individual as the University's Title IX Officer, responsible for
coordinating the University's Title IX compliance. Individuals may also contact
the Office for Civil Rights, U.S. Department of Education, 915 2nd Avenue, Room
3310 Seattle, WA 98174-1099, Telephone: (206) 220-7900, TDD: (206) 220-7907.