Help Desk Coordinator

Job Details Job Location: College of the Muscogee Nation - Okmulgee, OK Salary Range: Undisclosed Description General Summary: Under the supervision of the IT Manager, the Help Desk Coordinator provides front-line technical support to students, faculty, and staff of the College of the Muscogee Nation (CMN). This position is responsible for managing the help desk system, responding to technology service requests, troubleshooting hardware and software issues, and ensuring timely resolution of IT problems.

The Help Desk Coordinator works closely with the IT Manager and other IT staff to maintain efficient operations, support CMN's academic mission, and uphold tribal sovereignty in data management and technology use.

Principal Duties and Responsibilities: The provisions of the Help Desk Coordinator duties include, but are not limited to: * Receive and log incoming support requests via phone, email, or ticketing system, accurately documenting user issues and details.

* Evaluate the severity of issues and assign tickets to appropriate technical support team members based on expertise and workload.

* Diagnose and resolve tier 2 technical issues related to hardware, software, and network systems.

* Identify complex issues that require further investigation and escalate them to the Network Administrator, Systems Administrator, or IT Manager as appropriate.

* Provide basic user training on hardware and software, communicate updates on system changes, and respond to user inquiries.

* Assist students, faculty, and staff with network and facility access credentials, including account setup and password resets.

* Ensure classroom technology is operational and available for instructional use.

* Initiate and maintain an internal knowledge base with troubleshooting guides, FAQs, and solutions to recurring problems.

* Track, monitor, and close service tickets, maintaining clear communication with users regarding ticket status and resolution.

* Work with IT team members and other departments to ensure prompt resolution of help desk tickets.

* Maintain an active inventory of college technology assets in coordination with the Inventory Specialist.

* Coordinate the ordering of technology supplies such as printer toner, cables, and student ID cards.

* Work closely with work-study students assigned to the IT department, providing training and guidance on help desk procedures and customer service expectations.

* Produce regular reports on help desk performance metrics and recurring issues for IT management review.

* Maintain confidentiality of student, employee, and institutional data, ensuring compliance with FERPA and CMN policies.

* Follow CMN cybersecurity policies and report suspected data breaches or security issues immediately to the IT Manager.

* Participate in campus technology initiatives and special projects as assigned.

* Provide backup support to other IT staff during absences or peak workload periods.

* Perform other duties as assigned to support the mission and goals of CMN.

Qualifications Job Specifications: * Minimum Requirements - Associate's degree in computer science and 2 years' experience with computer hardware/maintenance 2.

Special Considerations - Ability to speak the Muscogee (Creek) language is preferable but not a requirement.

Native American and Veteran preference.

Physical Requirements: * May be required to lift and carry computer equipment weighing up to 40 pounds.

* Ability to stoop, kneel, and crouch to work with cables and equipment in confined spaces.

* Sufficient manual dexterity to operate computer keyboards, mice, and small tools.

* Extended periods of time viewing computer monitors.

* May require climbing ladders or working at heights to install equipment.

* Ability to work in various environmental conditions including temperature fluctuations.

* Visual acuity sufficient to read small print and distinguish between cables and components.

* Mobility to move between buildings and campus locations in various weather conditions.

Work Environment: * Cultural Context: Requires respect for Native American traditions, values, and protocols; fosters collaboration in a culturally rich environment.

* Work Setting: Primarily office-based with regular movement throughout campus buildings, classrooms, and administrative spaces.

* Stakeholder Interaction: Regular engagement with students, faculty, staff, and visitors, emphasizing friendly and efficient technical assistance.

* Physical Demands: Involves sitting, standing, lifting, and carrying; requires mobility in various campus environments.

* Safety Focus: Adheres to IT safety protocols and proper handling of electronic equipment.

* Collaborative Atmosphere: Works closely with the IT team in a cooperative, supportive environment.

* Environmental Conditions: Works in climate-controlled settings with occasional outdoor movement between buildings.

* Mission-Focused: Supports the tribal college's mission by maintaining effective technology systems that respect cultural values and traditions.

* Schedule: May occasionally require evening or weekend hours for special events or system upgrades.

Licensure (if appropriate): Valid Driver's License.

Disclaimer: The College of the Muscogee Nation (CMN) provides this job description as a general overview of the duties, responsibilities, and qualifications required for the position.

Employment with CMN is at-will, meaning that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice, unless otherwise specified in an employment contract.

This description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

CMN reserves the right to modify or amend this description as necessary.

CMN is committed to fostering a diverse and inclusive work environment.

As an Equal Opportunity Employer, CMN does not discriminate against any employee or applicant based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other category protected under applicable law.

Reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform essential job functions.

As a tribal college, CMN operates under the sovereign authority of the Muscogee (Creek) Nation.

Employment is governed by tribal law, with federal and state laws applying where appropriate.

All compensation, benefits, and job duties are subject to change at the discretion of CMN and in alignment with institutional needs and priorities.

By applying for employment with CMN, applicants acknowledge and agree to the terms outlined in this disclaimer.

Public Relations: Essential attributes of any employee of the College of the Muscogee Nation, along with the official performance of duties, are personal appearance and public relations.

Each employee is expected to make every effort to be well-informed about the institution, pleasant, courteous, and cooperative.

As an employee, you are expected to act in a manner that commands respect of all personnel and students.