Helpdesk Coordinator / Technician

Overview 

Kreative Technologies is seeking a motivated Helpdesk Coordinator / Technician to join our team!  

Responsibilities 

• Serve as the primary point of contact for Helpdesk support which assists users with application functionality, account and role access, workflow processes, security permissions, and network connectivity.  

• Perform initial triage and basic troubleshooting of incoming requests, while coordinating Helpdesk operations by assessing priorities, documenting issues, and assigning or routing tickets to appropriate technical staff for resolution. 

• Provide Helpdesk support to end users through email, telephone, instant messaging, and other approved communication channels. 

• Provide technical support for Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) applications utilized by the organization. 

• Develop, document, and maintain Helpdesk procedures, knowledge base articles, installation guides, training materials, and support documentation. 

• Log, track, update, and manage all support requests within the organization's ticket management system, ensuring accurate documentation and timely resolution. 

• Monitor ticket queues and prepare status reports to provide visibility into support activities, issue trends, and resolution progress. 

• Prioritize incidents and service requests based on severity, business impact, number of affected users, and client requirements to ensure timely response and resolution. 

• Provide user training and guidance on new and existing applications and system functionality as needed. 

• Provide occasional after-hours support to address critical issues, maintenance activities, or client operational requirements. 

Required Qualifications 

• Bachelor's degree in computer science, information systems, engineering, or a related scientific or technical discipline.  

• Previous experience in IT, customer service, or other related fields  

• CompTIA Security+ highly desired.  

• Strong troubleshooting and critical thinking skills  

• Positive and professional demeanor  

• Good written and verbal communication skills  

• Ability to multi-task while balancing multiple priorities and deadlines.  

Equal Opportunity Statement 

Kreative Technologies is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Kreative Technologies does not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by applicable laws. Accommodation is available for applicants with disabilities.