Help Desk Coordinator

About Brite
Brite Systems is an Information Technology company specializing in consulting and software development. We have been successfully implemented solutions for the public and private sectors since 2006.Brite Systems offers competitive benefits such as (but not limited to) group Medical, Dental, Vision, and Life insurance, Paid Leave, 401-K match, etc.We focus on providing our clients with simplified, innovative technology solutions to improve and streamline the user experience. Brite Systems confidently brings the right people, customized approach, and successful track record to each opportunity. If you are looking to be part of a strong, collaborative culture, Brite Systems is the place for you to grow your career.Job description

• Help Desk provides a single point of contact for initial problem reporting of IT related issues.
• This single point of contact requires the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue.
• The service desk will provide first line support (tier I and tier II support) to the end users that will include but are not limited to recording, troubleshooting, and providing solutions to end-user IT related issues involving owned workstations, laptops, mobile devices, standard software and applications.
• A ticketing system will be used to record, manage and track the life cycle of end user IT related issues.
• The contractor shall ensure that the service desk is responsive to end user problems.
• The contractor shall develop a communications plan that outlines the procedures and feedback processes for the dissemination of information to customers and for the systematic gathering of feedback.
• The contractor shall appoint a dedicated team lead who will be responsible for directly managing all day-to-day operations and monitoring problems as they are reported for both service desk locations.
• The Contractor shall record all calls into supported Service Desk Ticketing system.
• Service Desk employees are responsible for recording required data (Customer contact
• information, issue to be addressed, etc.) for each call.
• The Contractor shall research technical documentation, determine the urgency, provide
• instruction to the user, and either close the ticket or escalate the call.
• The Contractor shall monitor the escalated tickets to insure they are being resolved according to defined completing/closing tickets timely. Reminders and notifications to Supervisor may be required.

Brite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.