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Help Desk Support Coordinator II

RGNext employees serve on the forefront of our nation s access to space. We offer our team of experienced, professional employees, an environment of challenging, stimulating and personally and professionally rewarding career opportunities. Together, we open Portals to Space!

Essential Job Functions of the Help Desk Support Coordinator II include:

  • Provide the first line of technical support to all LISC Information System end-users.
  • Respond to user questions and inquiries via telephone, email, web and other communication methods.
  • Enter, assign and track service requests in the on-line work-order system. Refer service issues to IT management.
  • Provide technical advice to solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
  • Provide professional, courteous, prompt and accurate support and solutions to users.
  • Communicate, analyze and assist the customer in troubleshooting routine user problems and provide proper solutions and/or remedies or elevate to the next level of support.
  • Properly document problem ticket into on-line Help Desk System
    .
  • Work closely with senior helpdesk coordinator and other IT staff to acquire additional technical and nontechnical knowledge.
  • Assist other IT technical staff in providing users feedback and user statistics.
  • Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
  • Update Help Desk database information.
  • Follow up and communicate ticket information to users when appropriate.
  • Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
  • Assist in the operations of enterprise systems as needed.
  • Perform Help Desk Support Coordinator I duties which includes:
      • Assist in user accounts creation and updates as needed
      • Follow help desk and departmental guidelines and operating procedures.
      • Work closely with senior helpdesk coordinator and other IT staff to acquire additional technical and nontechnical knowledge.
  • Perform other related duties as required.


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