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User Support Coordinator

Job Title
User Support Coordinator
Job ID
Other Location

User Support Coordinator

Job Summary

The primary responsibilities for this position are to provide technology help desk support. This position resolves incidents in a timely manner, contributes to departmental projects and provides an efficient channel of communication between our client user community and IT support.

Representative Responsibilities

  • Perform level 1 support of incidents reported on our business systems.  This includes but is not limited to identification and diagnosis of problem to hand off to Level-2 support and update business with solution.
  • Analyze and identify system and process incidents to reduce the reoccurrence of incidents.
  • Work with the incident management team to restore normal service quickly to all system interruptions and reduce any adverse impact on our business.
  • Collaborate with level-2 support to communicate all known errors, understand all workarounds, search for solutions in our knowledge database and update all necessary tools.
  • Creates/updates customer focused and team focused documentation.
  • Prepares and conducts IT New Hire Orientation.
  • Follows and upholds all policies and procedures to ensure compliance.
  • Contributes to initiatives to improve and enhance the end user experience.


Required Education

  • High School Diploma or equivalent required.
  • Bachelor’s degree in computer science or related field and/or equivalent years of related experience preferred.
  • Professional certifications (HDI certifications, Microsoft Certifications) preferred.


Required Skills & Experience

  • Excellent written and oral communication skills, outstanding organizational skills.
  • The ability to work independently as well as with our team
  • Reliable, on time, personable and customer-focused.
  • Poise and patience during phone/IM/email based tech support and onsite visits.
  • Energetic, able to switch gears quickly from job-to-job/task-to-task.
  • Solid writing skills to document work completed and create/maintain IT documentation for end users.
  • Desire to learn; independently and on the job.
  • 1 year of technical support experience or customer support experience 
  • Proven understanding of Microsoft tools (Word, Excel, Access, Outlook, Office 365, etc.)
  • Mac experience is a plus.
  • Familiarity with supporting iPhone/Android phones.


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