Organization
Handtmann Inc., located in Lake Forest, IL, specializes in grinding, mixing, emulsifying, filling, portioning, depositing, forming, and linking solutions for the meat, dairy, bakery, pet food and alternative protein food processing industries. Handtmann Inc. provides machines, technology, and services for all sizes of businesses. Handtmann Inc., the North American wholly owned subsidiary of Albert Handtmann Maschinenfabrik GmbH, a leading global technology solutions provider to the meat/food processing industries, enjoys an excellent reputation for design innovation and occupies the premium position in this equipment market. The Handtmann group is a family-owned business established in 1873 and headquartered in Biberach, Germany.
Summary
We are seeking a detail-oriented and technically savvy Helpdesk Coordinator to join our team. The Helpdesk Coordinator will be responsible for maintaining the day-to-day operations of our helpdesk, ensuring a smooth and efficient service that meets the expectations and needs of staff. The ideal candidate should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to achieve specific goals are essential skills to perform well in this position. This role will be on-site in our Lake Forest office, while also providing support to staff in remote locations, including our Cypress, CA office.
Essential Duties and Responsibilities
The essential duties and responsibilities may include the following. Other duties may be assigned.
•Oversee the day-to-day operations of the helpdesk, ensuring efficient and effective technical support
•Manage vendor relationships for software, hardware, and other tools
•Assist with development and implementation of helpdesk policies, procedures, and best practices
•Monitor ticketing system and ensure tickets are resolved in a timely manner
•Configure and image computers for users
•Keep current records of all software and hardware owned by Handtmann
•Communicate effectively with peers, users, and all management levels
•Coordinate with the IT Director to align help desk operations with overall IT strategy
•Produce regular reports on help desk performance and activities
•Develop and maintain a knowledge base and FAQs for common technical issues
•Stay up to date with advancements in technology and propose improvements to existing systems
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Knowledge Required:
• Microsoft systems
• Helpdesk systems and technologies
• Basic cybersecurity processes and principals
• Cloud / Hosted solutions
Preferred:
• Bachelor of Computer Science or other job-related discipline, or equivalent relevant work experience.
Skills
• Using appropriate tools for repairing software, hardware, and equipment
• Communication and interpersonal skills
• Recognizing problems and figuring out the best way to solve them.
• Reading work related technical information.
• Monitoring workload, managing time, and prioritizing requests
Abilities
• Accurately define incidents, problems, and events in the ticketing system.
• Develop, update, and maintain documentation and how-to articles.
• Translate technical language into lay terminology when needed.
• Communicate verbally, appropriately for different audiences and organizational levels.
• Read and interpret technical documents and materials.
• Adjust to changing technology