Senior Help Desk Coordinator

As a key member of the Digital Services Support Team the Help Desk Coordinator will provide front line customer support by fielding and processing all incoming service requests. This position is part of an On-Call rotation.  

Essential Duties & Responsibilities   

• Respond to incoming service requests in a timely manner, gather pertinent information and document in the Help Desk System 
• Classify, and prioritize all service requests according to department standards and guidelines 
• Troubleshoot issue related requests related to personal computer hardware, software, and operating systems; printers; email; network/internet access; mobile devices, and any other requests within the scope of their expertise 
• Document all activity in a timely manner using the internal Help Desk System according to department standards and guidelines  
• Reassign and/or escalate service requests in a timely manner to the appropriate resource and level when necessary 
• Maintain the resolution knowledgebase by posting all relevant solutions 
• Provide information and reports as requested 
• Connect to systems remotely and work with employees to identify computing problems and correct them 
• Work with Support Engineers and other internal service providers to guarantee smooth handoffs 
• Perform other duties, as assigned 

Skills and Experience  

• Good knowledge of computers, peripherals, and accessories  
• Good knowledge of industry standard software packages  
• Basic knowledge of networking concepts 
• Experience with technical troubleshooting techniques  
• Experience with virus and malware identification and removal 
• Good knowledge of troubleshooting account related issues to include password resets 
• Good knowledge of supporting Windows operating systems 
• Good knowledge of ticketing systems 
• Good knowledge of M365 line of products 
• Excellent customer service skills 

Education & Certifications   

• High School Diploma 

Personal Attributes   

• Strong interpersonal skills  
• Patient and positive  
• Ability to effectively organize and prioritize work tasks  
• Strong attention to detail and follow through   
• Strong written and oral communication   
• Must be a team player who works well with others   

Salary:

Location B: $24.90- $34.20

Benefits and Other Compensation:  We provide a comprehensive benefits package that promotes employee health, performance, and success which includes medical, dental, vision, short and long-term disability, life insurance, an employee assistance program, paid time off and parental leave, paid holidays, 401(k) retirement savings plan with employer match, performance-based bonus eligibility, employee referral bonuses, tuition reimbursement, pet insurance and long-term care insurance. Click here to see our full list of benefits. 

About Brown and Caldwell 

Headquartered in Walnut Creek, California, Brown and Caldwell is a full-service environmental engineering and construction firm with 50 offices and 2,100 professionals across North America and the Pacific. For 75 years, we have created leading-edge environmental solutions for municipalities, private industry, and government agencies. We strive to be the company of choice—to our clients, who benefit from our passion for delivering exceptional quality, and to our employees, present and future, who share our commitment to client service, collaboration, and innovation. Join us, and you will find a home where you can do your best work, reach new levels of expertise, and enjoy exceptional development opportunities. For more information, visit www.brownandcaldwell.com 

This position is subject to a pre-employment background check and a pre-employment drug test. 

Notice to Third Party Agencies: Brown and Caldwell does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request with Brown and Caldwell, Brown and Caldwell reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.   

Brown and Caldwell is proud to be an EEO/AAP Employer.  Minorities/Women/Disabled and Protected Veterans are encouraged to apply.  Brown and Caldwell ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964.