Reports to: IT Manager Department: Information Technology (IT)
Description: This position is responsible for ensuring that WQA end users are receiving the appropriate IT Help Desk assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of Help Desk incidents, including the monitoring, tracking and coordination of Help Desk functions with support from the IT Manager, as needed. The Help Desk Coordinator is also responsible for planning, designing, and analyzing the organization’s Help Desk while ensuring high levels of customer service and availability. The Help Desk Coordinator will aid development, implementation, and oversight of policies and procedures to ensure consistent service levels and quick resolutions.
Manage the processing of incoming Help Desk tickets via face?to?face, telephone and e?mail to ensure courteous, timely and effective resolution of end user issues.
Monitor incident trends and anticipate potential problems for proactive resolution.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Oversee development and communication of help sheets, usage guides and FAQs for end users.
Develop IT related policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
Assist with appropriate training initiatives for new and existing staff.
Deployment, installation and configuration tasks.
Own the IT portion of the onboarding/off boarding process.
Bachelor’s degree in Computer Science, MIS or similar or combination of relevant entry level to intermediate IT certifications or experience.
Knowledge of basic computer hardware, including laptops, desktops, servers.
Experience with desktop and server operating systems.
Ability to conduct research into technology issues and products as required.
Ability to analyze and solve technical problems and present ideas in a user?friendly language.
Exceptional written and oral communication skills.
Strong interpersonal skills, with a focus on rapport?building, listening, and questioning skills.
Ability to effectively prioritize and execute tasks in a high?pressure environment.
Proven ability to learn quickly, move with agility between assignments, multi?task, and to work effectively in a team environment.
Strong customer/end?user focus, interpersonal savvy, and perseverance skills.
Customer Satisfaction and Employee Engagement with fiscal responsibility
Drive for Business Results
Initiative and Decision Making
Respect for Others
Analyzing and Problem Solving
Planning and Organizing
Leading and Engaging
Passion for Continuous Learning
This position works in a standard office environment.
Must be able to lift and carry up to 50 lbs.
Telecommuting is allowed.
About Water Quality Association
The Water Quality Association (WQA) is a not-for-profit association for the residential, commercial, and industrial water treatment industry. WQA represents more than 2,700 member companies around the globe and proudly serves as an educator of water treatment professionals, certifier of water treatment products, public information resource and voice of the water quality improvement industry. We’re continuously seeking top talent to join our team to further enhance our dynamic organization. We offer attractive employee benefits, a flexible work environment and provide new and challenging opportunities for career growth and on-going professional development. We encourage you to explore career possibilities at Water Quality Association.