Helpdesk Coordinator

The Metropolitan District Commission (MDC) provides quality water supply, water pollution control, mapping, and household hazardous waste collection to eight member municipalities: Bloomfield, East Hartford, Hartford, Newington, Rocky Hill, West Hartford, Wethersfield and Windsor. Additionally, the MDC provides drinking water to portions of Farmington, Glastonbury, East Granby and South Windsor, known as the MDC's non-member towns.

JOB SUMMARY:

This is responsible computer systems support work involving the coordination of providing assistance to end users for computer programs and communications equipment.

This is a highly responsible technical support and coordination role that serves as the frontline interface between end users and the Information Technology department. The Helpdesk Coordinator ensures timely and effective resolution of hardware, software, and network issues, while maintaining system integrity, user productivity, and compliance with IT policies. The role requires strong technical acumen, customer service skills, and the ability to manage multiple priorities in a dynamic environment. This position also plays a key role in onboarding, asset tracking, and supporting enterprise-wide communication platforms.

This position provides technical Network and System help to users, diagnoses and resolves end-user problems, and assists in maintaining District systems. This position has the responsibility for making technical network support decisions.

ESSENTIAL FUNCTIONS

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Respond to incoming helpdesk requests via phone, email, or ticketing system. . Maintains system logs and records on reported problems, resolution, closure and statistical analysis of problems for improved problem management and user support. Prioritizes support tickets based on urgency and business impact, ensuring timely follow-up and resolution of open issues, escalating when necessary. Identify recurring issues and recommend improvements to enhance the user experience.

• Receives trouble calls, does a brief problem determination and either solves the problem or forwards it to the appropriate personnel.

• Provides end user support to desktop application programs. Investigates and recommends new techniques, methods and equipment.

• Duties include prioritizing work orders, maintaining records and distributing technical computer problem reports. Reports incidents of system downtime and virus detection to appropriate personnel. 

• Supports user password and system access problems for users throughout the District. 

Maintains log of loaned equipment, laptops and related items. Ensure users are aware of information technology policies and procedures. Guide users through basic troubleshooting steps for hardware, software, and connectivity issues. Coordinate with technical teams to resolve more complex problems efficiently and work with employees to facilitate resolution.

Provides end user support for desktop applications. Investigate and recommend new tools, methods and equipment to improve user productivity and IT support capabilities.

Reports incidents of system downtime and virus detection to appropriate personnel.

Maintains log of loaned equipment, laptops and related items. Ensure users are aware of information technology policies and procedures. Assist in onboarding new employees by setting up accounts, devices, and access.

Coordinates with internal IT teams, vendors, and service providers to ensure timely resolution of escalated issues and service requests. Provides real-time support for virtual meetings and remote collaboration tools, including Webex and other tools.

Forward telephone service issues to contracted providers for resolution. Coordinate documentation for billing and inventory management. Monitor mobile device usage and verify billing accuracy.

Install and upgrade network/system hardware and software. Troubleshoot user problems related to printers, LAN connectivity, and desktop hardware/software.

Maintain end-user network profiles, including provisioning, modifying, and deactivating user accounts. Perform data backups, archiving, and participate in disaster recovery initiatives.

Operates a personal computer, and general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.

Performs related work as required.

SUPERVISION RECEIVED

Works under the general direction of Manager of Information Technology.

MINIMUM QUALIFICATIONS

An associate's degree from a recognized college or university in computer science, information technology or related field plus two years of experience in a computer related field assisting end users, or any equivalent combination of education and/or experience that provides the requisite experience.

SPECIAL REQUIREMENTS

Must have a valid driver's license.

KNOWLEDGE, SKILLS, AND ABILITIES

• Requires a working knowledge of system security and workstation technology. Must be trained in various software applications.
• Works under time constraints to assist users that cannot perform their job function due to a computer problem.

Must have a working knowledge of email, word processing and spreadsheet applications In order to provide effective user support remotely, including via telephone or help desk ticketing systems.

• Understands the roles and responsibilities of everyone in the Information Technology department in order to forward problems to the appropriate person.

• Knowledge of the computer systems infrastructure and supporting activities, which include security, capacity, availability, recoverability and standards and procedures.

• Knowledge of TCP/IP network and LAN network servers and operating systems, network protocols and general business applications.

• Knowledge of server hardware and management software, internet technology, including switch and router technology as well as any new technologies replacing that functionality.

• Ability to establish and maintain effective working relationships with coworkers, vendors, contractors, consultants, and other governmental agencies.

• Ability to troubleshoot infrastructure problems and develop solutions quickly to minimize system downtime. Performs network and desktop maintenance duties on personal computer operating systems.

• Strong oral and written communication skills, with the ability to clearly explain technical concepts to non-technical end-users.

• Proficiency in maintaining and supporting a variety of communication and collaboration systems, including telephony, voice, data, fax, internet technologies, and platforms such as Microsoft Teams, Zoom, and Webex.

ADA COMPLIANCE

Physical Ability: Tasks require the ability to exert light physical effort in a sedentary to light work environment, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (under 25 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally and in writing.

Environmental Factors: Essential functions are performed primarily indoors with minimal exposure to outdoor environmental factors.

The Metropolitan District seeks to ensure the diversity of its workforce through non-discriminatory employment practices. People of all backgrounds, including people of color, women, veterans, and persons with disabilities are strongly encouraged to apply