Summary

The Service Desk Coordinator is a team-leader role within the IT User Services department.  This position is responsible for overseeing the daily operations of the service desk team and ensuring that end-users receive effective and efficient technical support. The Service Desk Coordinator administers day to day operations of the Service Desk team providing stable and functional Information Technology support services to Goshen Health customers.  This individual performs a variety of daily hardware and software support tasks for local and remote Colleagues. This Colleague completes end user device support functions with minimal supervision and elevated proficiency. This individual creates and completes incidents and service tickets, assisting callers with issues, documenting those issues, and re-routing calls and tickets as applicable. This user prepares proposals, cost/benefit analyses, and feasibility studies.  This role provides a point of escalation for all Service Desk Colleagues, to address high-priority and/or high-profile issue resolution and is liaison support between the Service Desk team and other IT teams as needed.

Position Qualifications

Minimum Education         Associate’s’ degree in a related field (e.g. Information Systems, Information Services, Information Technology, Computer Science, Computer Engineering, Technology Engineering, etc.) – 6+ years of related experience may be substituted for some or all education

Preferred Education          Bachelor’s degree in a related field (e.g. Information Systems, Information Services, Information Technology, Computer Science, Computer Engineering, Technology Engineering, etc.) – 8+ years of related experience may be substituted for some or all education.

Minimum Experience       Four years’ experience in Information Technology; with at least three years of experience in a directly related position working in an IT support environment.

Preferred Experience        Five years’ experience in Information Technology; with at least Four years of experience in a directly related position working in an IT support environment. Experience in healthcare support.

Certifications Required     Requires a valid driver’s license with a demonstrated good driving record over the past three years.

Certifications Preferred    ITIL Awareness or Foundations, CompTIA A+, CompTIA Security+, MS-900 Microsoft 365 Fundamentals, Project Management Institute (PMI)