Help Desk Coordinator

BioMed Realty is looking for an experienced Help Desk Coordinator who will provide face-to-face, phone and email support to users across the company for software and hardware issues. The successful candidate will maintain computer and network systems by installing, upgrading, configuring, and troubleshooting workstations, servers and networks at multiple locations.

Key Duties and Responsibilities  

• Operates as the initial point of contact for customers via telephone, email or walk-ins to provide technical support of hardware, systems, sub-systems and/or applications
• Record, track, and document support incidents and interactions accurately in the support ticketing system
• Install and configure desktops, laptops, and telephones following company defined guidelines
• Install, troubleshoot, and maintain PC peripheral equipment such as printers, scanners, and mobile devices
• Set up and maintain audiovisual equipment in conference rooms
• Assist with meeting setup and provide support for video conferencing using web-based conferencing systems. Also, provide on-site technical support for off-site or remote trials and conferences
• Troubleshoot and resolve wireless connectivity issues for both internal and external customers
• Troubleshoot and coordinate hardware and software repairs with vendors
• Supports department-wide operations by supporting the creation, editing, and maintenance of IT documents
• This position will be 100% onsite and will require product training and support to customers, ensuring they understand the features and functionalities

Job Specifications

• 2+ years of hands-on end user computer support
• Bachelor’s degree in Information Technology, Computer Science, Information Science or relevant field
• Excellent customer service skills with a focus on responsiveness, empathy, and patience
• Exceptional communication skills with the ability to explain technical concepts to non-technical staff
• Analytical and problem-solving abilities, with keen attention to detail
• Ability to work independently and collaboratively in a team environment
• Expertise to prioritize and complete multiple tasks under specific deadlines, while working in a fast-paced environment.
• Experience in video conferencing setups and maintenance
• Knowledge of Programmable Logic Controllers (HVAC)
• Understanding of networking hardware and technologies such as DNS, firewalls, routers, WiFi, switches, TCP/IP, modems etc
• Comfortable working after hours, weekends, and holidays as necessary.

Salary Range: $31.00 - $37.00 per hour + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining pay, we’ll consider location, experience, and other job-related factors.

We require all new hires to be fully vaccinated for COVID-19 prior to their first date of employment unless they are eligible for an approved medical or religious exemption in accordance with the law.

Benefits

At BioMed Realty, we make sure you have the support and resources to leverage and develop your skills, secure your financial future, and take care of your health and well-being.  BioMed Realty continually seeks to provide a workplace where everyone can be their authentic self. Through BioMed Realty’s competitive benefits offerings and various training and development opportunities, we have you covered with our Benefits Program which includes:

• Employer-Paid Medical, Dental, and Vision Insurance
• Paid Time Off and Paid Family Leave Benefits
• 401(k) Retirement Savings Plan
• Tuition Reimbursement
• Flexible Spending Accounts
• Commuter Benefits
• Lifestyle Spending Account
• Pet Insurance
• ID Theft Insurance
• Legal Insurance
• Employee Assistance Program
• 100% Employer-Paid Life & AD&D Insurance, Short- and Long-Term Disability Insurance

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