Help Desk Coordinator – After Hours

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide after-hours assistance to employees, clients, and internal departments by addressing technical, operational, staffing, scheduling, timekeeping, payroll, and system-related inquiries.

• Act as the primary point of contact for after-hours support requests from employees, clients, and operational needs.

• Respond to requests for assistance through telephone, email, text, ticketing systems, and online platforms.

• Offer technical support for computer hardware, software, applications, systems, access issues, and peripherals.

• Configure, install, and support desktop computers, laptops, handheld devices, printers, monitors, portable data storage devices, and other related equipment.

• Troubleshoot issues related to system access, password resets, connectivity, and user accounts.

• Coordinate and document employee call-outs, attendance concerns, schedule modifications, and staffing notifications.

• Elevate urgent operational, compliance, payroll, credentialing, employee relations, safety, and client service issues according to established procedures.

• Assist in resolving technical and operational challenges by liaising with internal departments and leadership teams.

• Track, document, and monitor all requests utilizing relevant systems and tools.

• Create and maintain end-user documentation, job aids, and instructional materials.

• Provide support for meetings, conferences, and audio/visual technology as required.

• Monitor and update the inventory of IT assets, including laptops, desktops, printers, monitors, and other equipment.

• Re-image desktops and laptops and deploy new equipment to end users as necessary.

• Compile shift summaries and relay unresolved issues to the appropriate teams for further action.

• Interpret technical and operational information and convey it effectively to diverse audiences.

• Exhibit the ability to work independently, exercise sound judgment, and make decisions in a dynamic environment.

⛳️ Requirements

• Associate's Degree in Information Technology, Business Administration, or a related field; equivalent experience may also be considered.

• A minimum of two (2) years of experience in Help Desk, Customer Service, Workforce Operations, Call Center, IT Support, Human Resources, Staffing, or a similar field.

• Exceptional customer service and client-facing communication abilities.

• Strong oral and written communication skills.

• Capability to remain composed and professional while managing urgent and sensitive situations.

• Excellent analytical, troubleshooting, problem-solving, and decision-making skills.

• Proficiency in prioritizing and managing multiple tasks while adhering to deadlines.

• Self-motivated individual with the ability to work both independently and collaboratively.

• Flexibility to adapt to changing priorities and business requirements.

• Proficient in Microsoft Office applications and web-based systems.

• Ability to work autonomously, manage time effectively, and meet deadlines in a fully remote setting.

• Strong written and verbal communication abilities through phone, email, and virtual collaboration tools.

• Detail-oriented and dependable, with a strong commitment to accuracy, confidentiality, and quality standards.

🏝️ Benefits

• After-hours operations

• Fully remote position