Help Desk Coordinator

Our Client, located in Middle River, MD is seeking a Help Desk Coordinator with at least 5 years of Help Desk experience supporting end users. This is a temp to perm opportunity for the right candidate.

Summary : Investigates and resolves software and hardware problems of computer users by performing the following duties. Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answers, evaluates, and prioritizes requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines the cause of the problem.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logs and tracks calls and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident reports.
• Calls software and hardware vendors to request service regarding defective products