Helpdesk Coordinator

The Metropolitan District Commission (MDC) provides quality water supply, water pollution control, mapping, and household hazardous waste collection to eight member municipalities: Bloomfield, East Hartford, Hartford, Newington, Rocky Hill, West Hartford, Wethersfield and Windsor. Additionally, the MDC provides drinking water to portions of Farmington, Glastonbury, East Granby and South Windsor, known as the MDC's non-member towns

Job Summary

This is responsible computer systems support work involving the coordination of providing assistance to end users for computer programs and communications equipment.

This is a highly responsible technical support and coordination role that serves as the frontline interface between end users and the Information Technology department. The Helpdesk Coordinator ensures timely and effective resolution of hardware, software, and network issues, while maintaining system integrity, user productivity, and compliance with IT policies. The role requires strong technical acumen, customer service skills, and the ability to manage multiple priorities in a dynamic environment. This position also plays a key role in onboarding, asset tracking, and supporting enterprise-wide communication platforms.

This position provides technical Network and System help to users, diagnoses and resolves end-user problems, and assists in maintaining District systems. This position has the responsibility for making technical network support decisions.

Essential Functions

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Respond to incoming helpdesk requests via phone, email, or ticketing system. . Maintains system logs and records on reported problems, resolution, closure and statistical analysis of problems for improved problem management and user support. Prioritizes support tickets based on urgency and business impact, ensuring timely follow-up and resolution of open issues, escalating when necessary. Identify recurring issues and recommend improvements to enhance the user experience.

Receives trouble calls, does a brief problem determination and either solves the problem or forwards it to the appropriate personnel.

Provides end user support to desktop application programs. Investigates and recommends new techniques, methods and equipment.

Duties include prioritizing work orders, maintaining records and distributing technical computer problem reports. Reports incidents of system downtime and virus detection to appropriate personnel.

Supports user password and system access problems for users throughout the District.

Maintains log of loaned equipment, laptops and related items. Ensure users are aware of information technology policies and procedures.

Guide users through basic troubleshooting steps for hardware, software, and connectivity issues. Coordinate with technical teams

to resolve more complex problems efficiently and

work with employees to facilitate resolution.

Provides end user support for desktop applications. Investigate and recommend new tools, methods and equipment to improve user productivity and IT support capabilities.

Reports incidents of system downtime and virus detection to appropriate personnel.

Maintains log of loaned equipment, laptops and related items. Ensure users are aware of information technology policies and procedures. Assist in onboarding new employees by setting up accounts, devices, and access.

Coordinates with internal IT teams, vendors, and service providers to ensure timely resolution of escalated issues and service requests. Provides real-time support for virtual meetings and remote collaboration tools, including Webex and other tools.

Forward telephone service issues to contracted providers for resolution. Coordinate documentation for billing and inventory management. Monitor mobile device usage and verify billing accuracy.

Install and upgrade network/system hardware and software. Troubleshoot user problems related to printers, LAN connectivity, and desktop hardware/software.

Maintain end-user network profiles, including provisioning, modifying, and deactivating user accounts. Perform data backups, archiving, and participate in disaster recovery initiatives.

Operates a personal computer, and general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.

Performs related work as required.

SUPERVISION RECEIVED

Works under the general direction of Mana