Job Description

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Engagement Type

Contract
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Short Description

This role is structured with approx. 50% dedicated to helpdesk support, 30% administrative assistance, 10% procurement related tasks, 10% allocated to other duties as assigned, including event coordination, account management backup and special projects.
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Complete Description

Position Summary:





The Helpdesk Coordinator plays a pivotal role in supporting

the operational and administrative functions of the Office of Technology and

Cybersecurity (OTC). Reporting directly to the CIO, this position serves as the

first point of contact for helpdesk inquiries, ensuring prompt and professional

resolution of technical issues while also managing a variety of administrative,

procurement, and organizational tasks.





The coordinator works closely with OTC leadership to

facilitate smooth day-to-day operations, maintain organizational data, and

support strategic initiatives. This role requires a high level of

professionalism, confidentiality, and adaptability to support executive-level

needs and division-wide coordination. The ideal candidate is a senior-level

professional with 5-7 years of experience in helpdesk and administrative

support, highly organized, detail-oriented, discreet, and capable of managing

multiple priorities in a dynamic environment.





This role is structured with an estimated time allocation as

follows: approximately 50% of the coordinator's time will be dedicated

to helpdesk support, including ticket management and phone triage; 30%

will focus on administrative assistance, such as scheduling, onboarding,

travel coordination, and executive support; 10% will be spent on procurement-related

tasks, including purchase orders and supply management; and the remaining 10%

will be allocated to other duties as assigned, including event

coordination, account management backup, and special projects.



















Key Responsibilities:





Helpdesk Operations (50%)







Serve

as the first point of contact for general questions from OTC users.



Work

with internal subject matter experts (SMEs) to gather accurate information

and provide timely responses to end users.



Monitor

and resolve assigned helpdesk ticket categories, with a focus on

procurement-related tickets and routing them appropriately.



Maintain

documentation of ticket resolutions and contribute to knowledge base

updates.



Required Experience: 5-7 years in IT helpdesk or technical

support roles, including experience in cross-functional coordination,

ticket triage, and customer service.







Procurement Support (10%)







Assist

with minimal procurement activities:





Initiate

and track purchase orders (POs).



Coordinate

PO renewals and terminations.



Order

office supplies and equipment for OTC staff.



Required Experience: Minimum 3 years in procurement

coordination or purchasing support.









Administrative Assistance (30%)







Schedule

meetings for the CIO and deputy CIOs.



Create

and manage job requisitions in coordination with HR.



Submit

and track PSID (PeopleSoft ID) requests for OTC employees.



Support

onboarding/offboarding processes, including equipment and access

provisioning.



Draft

welcome letters and coordinate interview logistics.



Provide

general administrative and clerical support to OTC managers and employees.



Manage

daily office needs and general administrative activities.



Coordinate

travel arrangements for OTC staff, including lodging, transportation, and

reimbursements.



Assist

with VPN access requests, including form preparation, routing for

approvals, and submission to administrative services.



Work

with CAI on new job postings, interview scheduling, candidate

coordination, and onboarding activities.



Required Experience: 5-7 years in executive-level

administrative support, including HR coordination, travel logistics, and

vendor collaboration.







Organizational Maintenance







Create

and maintain OTC organizational charts.



Maintain

the master list of all OTC employees.



Provide

access to files and conversations as required by job responsibilities.



Ensure

confidentiality and discretion in handling sensitive information.



Required Experience: Minimum 3-5 years in organizational

data management and administrative recordkeeping.







Backup Support







Serve

as a backup for account management tasks, including user provisioning,

access reviews, and account updates as needed.



Required Experience: Minimum 3 years in account or identity

management support.







Event Coordination







Organize

and coordinate division-wide quarterly meetings and all-staff events.



Manage

logistics including catering, RSVPs, gift cards, and technical setup.



Required Experience: Minimum 3 years in event planning or

coordination.







Other Duties as Assigned (10%)







Support

special projects and initiatives as directed by the CIO.



Maintain

records and reports related to helpdesk, procurement, and staffing

activities.



Required Experience: Demonstrated flexibility and experience

supporting cross-functional initiatives.





















Required Skills and Qualifications:





Education Qualifications







Associate

degree or higher in Information Technology, Business Administration, or a

related field is required.



Relevant

industry certifications or similar credentials are considered a strong

plus.



Equivalent

combinations of education and professional experience (minimum 5-7 years

in helpdesk and administrative support roles) may be considered in lieu of

formal degrees.







Technical & Operational Skills







Experience

with helpdesk ticketing systems and basic troubleshooting.



Familiarity

with procurement workflows and PO systems.



Proficiency

in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).



Experience

with SharePoint, scheduling tools, and organizational chart software.



Understanding

of VPN setup and access request procedures.







Administrative & Communication Skills







Strong

written and verbal communication skills.



Ability

to manage calendars, coordinate meetings, and handle confidential

information.



Skilled

in drafting professional correspondence and documentation.



Experience

coordinating travel and managing logistics.



Experience

working with external vendors (e.g., CAI) on staffing and onboarding.







Organizational & Interpersonal Skills







Exceptional

attention to detail and time management.



Ability

to multitask and prioritize in a fast-paced environment.



Professional

demeanor and customer service orientation.



Ability

to work independently and collaboratively across teams.







Confidentiality & Discretion







Demonstrated

ability to handle sensitive information with integrity.



Commitment

to maintaining confidentiality in all aspects of the role.
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Required/Desired Skills

Skill Required/Desired Amount of Experience Associate degree or higher in Information Technology, Business Administration, or a related field (will consider min. 5 yrs. exp. in lieu of degree). Required Experience in IT helpdesk or technical support roles, including experience in cross-functional coordination, ticket triage, and customer service. Required 5.0 Years Experience as executive-level administrative support, including HR coordination, travel logistics, and vendor collaboration. Required 5.0 Years Experience in procurement coordination or purchasing support. Required 3.0 Years Experience in account or identity management support. Required 3.0 Years Experience with event planning or coordination. Required 3.0 Years Prior experience handling sensitive information and maintaining confidentiality. Required Strong attention to detail & time management with ability to multi-task and prioritize effectively in a fast-paced environment. Required Strong written & verbal communication skills. Required Strong skills in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). Required Relevant industry certifications or similar credentials. Highly desired