Help Desk Coordinator

NOW ACCEPTING APPLICATIONS FOR THE POSITION OF:

Help Desk Coordinator (Information Technology)

Interviews will be conducted as applications are received.  This position will remain open until filled.

JOB SUMMARY:

This position is responsible for providing Tier 1 support and managing the intake and triage of technical service requests. As the primary point of contact for most end-user issues, this role involves responding to phone calls and service desk submissions, aiming to resolve common technical problems at first contact whenever possible. For issues requiring additional expertise, the position will accurately document and escalate requests to the appropriate department personnel or teams. This role plays a vital part in maintaining service continuity, user satisfaction, and timely response to technical needs across the organization.  This position is expected to monitor ticket queues, ensure proper categorization and prioritization of incoming requests, and follow up to ensure resolution and user satisfaction. The ideal candidate demonstrates strong situational judgment, clear communication, and a high level of accountability.  

This position typically follows a standard weekday schedule with weekends off; however, an on-call status is required during off-hours to respond to emergencies as needed.

JOB DUTIES:

1.    Provides basic and intermediate technical support on a variety of software and hardware issues. 
2.    Monitors, reviews, and assigns technical support help tickets to ensure issues are resolved promptly.

3.    Follows up with employees to ensure service tickets have been properly resolved, and coordinates with IT staff to ensure technical issues are addressed quickly and efficiently.

4.    Monitors, tracks, and reports on helpdesk performance and effectiveness.

5.    Manages helpdesk-related projects by coordinating users and department staff to ensure effective and efficient operations. Projects may include cross-functional migration and upgrades, oversight of organizational updates, and other technical duties.
6.    Updates procedures and other department-related documentation.

7.    Creates, administers, removes, and documents changes to user accounts in multiple applications and systems.
8.    Works with end users and management to analyze current and future software needs and to suggest appropriate solutions. Works with the supervisor to make sure changes do not negatively affect other users.
9.    Provides department management with the appropriate documentation regarding the repair and purchase of computer equipment.
10.    Performs other duties as assigned.

Attends department meetings dealing with specific computer issues.  Contacts and works with agencies and support systems outside of the Village network. 

QUALIFICATIONS:
1.    Associate's degree in a related field.
2.    A minimum of three years of experience in Microsoft technologies (including O365 environments) along with intermediate knowledge of hardware and software support for end-users in a network environment.
3.    Possession of a valid driver's license with the ability to drive a personal or public vehicle to different Village locations to perform work and/or to transport equipment.  
4.    Proficiency with current computer technology, job-specific software, and customer service systems.
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STARTING PAY RATE:  $27.94 - $31.14 per hour based on a 35 -hour workweek.  Salary dependent on qualifications.  The salary range for this position is $27.94 - $40.74.  This position is represented by a union; you may refer to the AFSCME collective bargaining agreement available on our website. 

Please attach as part of your application all necessary documents verifying that you meet the minimum qualifications for the position.

BENEFITS:

The Village of Schaumburg has a competitive benefit package with coverage that begins on the first day of employment and includes: flexible benefit Section 125 plan including health, dental, vision, and life insurance as well as medical and dependent care flexible spending accounts, and a retirement plan through the Illinois Municipal Retirement Fund.  The Village also provides paid holidays, paid vacation, sick leave, tuition reimbursement, succession development, and more.

ABOUT THE VILLAGE OF SCHAUMBURG:
The village employs approximately 600 employees in 12 departments, including police, fire, engineering and public works, communications, community development, cultural services, economic development, finance, general government, human resources, information technology, and transportation. Our employees work to serve the residents and strive to make Schaumburg the best community it can be. 

Our Core Values are the heart and soul of how we operate.  Customer service, integrity, respect, teamwork, and trust are the values we dedicate ourselves to with the goal of providing excellent services and programs to meet the needs of our community and those within our organization. They guide our actions and serve as the framework for the decisions and contributions we make every day – at every level.  Each member of the Schaumburg team is valued, belongs and provides essential services to the residents, visitors, and businesses of Schaumburg. We are proud of the rich diversity of the Schaumburg community, and we want employees to bring their own unique capabilities, experiences, and characteristics to their work in serving the community.  The characteristics of humility, empathy, respect, and open-mindedness are cornerstones of our organizational culture. The success of the village depends on our employees, and we are committed to helping employees continue growing and developing in their careers. 

SELECTION PROCESS:

The candidate screening process may consist of an application review, skills testing, employability assessment, interviews, and other job-related testing or verifications.  Chosen candidates will be subject to background checks and a criminal history investigation.  The top candidate will need to successfully complete the post-offer qualifying pre-employment medical examination and drug screen (including cannabis).

Individuals requesting reasonable accommodations under the Americans with Disabilities Act to complete the application process should contact the Human Resources Department at 847-923-3900.

The Village of Schaumburg is an Equal Opportunity Employer