Help Desk Coordinator

Job Title: Help Desk Coordinator

Department: Technology Operations

Location: International Headquarters, New Cumberland, PA

Job Type: Full-Time, Hourly, Non-exempt

Supervisor: Technology Operations Manager

Supervisory Responsibility: None

Mission/Vision: Fulfilling the Great Commission by multiplying leaders, churches, and missions movements among every people.

Job Summary/Primary Role: The Help Desk Coordinator plays a key role in ABWE’s Technology Operations department by providing quick resolution or escalation of Help Desk tickets and by ensuring that new tickets are assigned to the correct agent.

Responsibilities include but are not limited to:

  • Provide in-person and remote Help Desk support and resolve problems to the requestor’s satisfaction.
  • Monitor and respond quickly and effectively to requests received through the ticketing system
  • Monitor Help Desk for tickets, assign to the correct agent, and process first-in first-out based on priority.
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Assist with onboarding of new users.
  • Ensure each user is equipped with the necessary hardware or any specialized equipment.
  • Install, test, and configure new workstations, peripheral equipment, and software.
  • Maintain inventory of all equipment.
  • Report issues to the Technology Operations Manager for escalation.
  • Perform timely workstation hardware and software upgrades as required.

Qualifications:

  • Ability to pass a background check and all necessary clearances as mandated by the Commonwealth of Pennsylvania.
  • Advanced knowledge of Microsoft operating systems (Windows 8 and forward), Advanced knowledge of Office 365 products, including Microsoft Teams and Microsoft OneDrive, knowledge of Apple operating systems (iPhone OS and OSX).
  • Basic understanding of network infrastructure (wired, wireless, and protocols) and advanced knowledge of PC hardware with troubleshooting skills.

Education: High School Diploma or GED required; Associate’s Degree preferred. MOS certification and CompTIA’s A+ are a plus.

Minimum Prior Experience Required: Minimum of 2 years IT experience.

Necessary Attributes:

  • Joy-filled faith rooted in Jesus Christ and a heart to serve.
  • Proficient in Microsoft Office Suite.
  • Able to maintain information and documents that are highly confidential in nature.
  • Takes initiative; self-disciplined.
  • Strong relational skills.
  • Team-player
  • Energetic and deadline-oriented.
  • Effective communication skills.

Christian Life:

ABWE is a Christian organization and it is necessary that employees possess and maintain a lifestyle that is above reproach. Employees are encouraged to participate in staff events including corporate and departmental prayer times and staff meetings and lunches.

All ABWE employees must:

  1. Be a current and active member and/or regular attendee of a like-minded local church that aligns doctrinally with ABWE.
  2. Be able to fully support ABWE's mission, vision, core values, doctrinal statement, and ministry philosophy.
  3. Be able to follow all guidelines outlined in the ABWE International Headquarters’ Handbook

Physical Demands and Work Environment: The physical demands are minimal and typical of similar jobs in comparable organizations, including extended periods of time sitting at a desk. The work environment is representative and typical of similar jobs in comparable organizations. While performing the duties of this job, the employee is regularly required to sit for extended periods of time; talk or hear; perform fine motor, hand, and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception, and the ability to adjust focus. The employee will spend their time in an office environment with a moderate to high noise level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To apply for a position send your resume, a 1-page faith-story/testimony, and a design portfolio to jobs@abwe.org.

Updated: November 2021