Openings >> IT Helpdesk Coordinator
IT Helpdesk Coordinator
Summary
Title:IT Helpdesk Coordinator
ID:2107
Salary Range:$93,311 - $116,644 (DOE)
Application Deadline:07/23/2025
Position Status:Full-Time
Requested Position Title:IT Helpdesk Coordinator
Department Name:Information Technology
Number of Vacancies:1
Description

ABOUT THE ORGANIZATION

Truckee Meadows Water Authority (TMWA) is a not-for-profit, community-owned water utility, overseen by elected officials and citizen appointees from Reno, Sparks and Washoe County. TMWA has a highly skilled workforce who ensure the around-the-clock treatment, delivery and availability of high-quality drinking water for more than 475,000 residents of the Truckee Meadows.

We are looking to hire an IT Helpdesk Coordinator, to join our TECHNOLOGY Department.

ABOUT THE POSITION

The IT Helpdesk Coordinator role serves the TMWA Technology Services department with a primary focus on managing the IT Helpdesk application by ensuring end user ticket request fulfillment and providing general assistance to employees across the organization on a variety of technology issues as a lead support agent. As the leading agent the coordinator role shall have oversight over general helpdesk workflows, including discretion on the response and resolution on any applicable ticket.

A Helpdesk Coordinator is expected to respond to requests for support through a variety of communication mediums such as helpdesk ticketing system, telephone calls, text, email, collaborative chat and in person dialogue. The incumbent is to be capable of documenting, tracking, and monitoring reported problems within the helpdesk system and determining the appropriate Technology Service staffing resource that is most suited to resolve that problem. The Helpdesk Coordinator shall also be tasked with monitoring ticket lifecycles to ensure timely resolutions per department SLA standards and notifying and coordinating with suitable Technology Services staff, supervisor, or manager when a ticket is extending beyond those standards.

A candidate is expected to show a level of technical experience and competency that would allow them to serve as a technical lead in identifying, researching, and resolving a variety of general technical issues that are of a more challenging nature. In serving as a technical lead a Helpdesk Coordinator candidate is expected to be a technical escalation point for IT Helpdesk Technicians, whereby the coordinator may assist those staff members through problem resolutions and providing any needed technical guidance. The coordinator position may also work to critically delegate tasks which may not be appropriate for an IT Helpdesk Technician to perform.

This role shall work alongside other IT staff members in the areas of System, Network, and Security administration to maintain information systems high availability, integrity, security, and reliability. The Helpdesk Coordinator shall oversee the IT department’s asset inventory; directing IT Helpdesk Technicians as required on departmental procedures on the tracking of computing devices, peripherals, general parts and supplies, ensuring such equipment is properly recorded, distributed, removed and disposed of as part of a computer asset lifecycle program.

A Helpdesk Coordinator is recognized as having the experience and technical expertise necessary to complete complex related tasks, exercising sound judgment and initiative while working independently. The individual is expected to be capable of handling a full range of duties and projects assigned with minimal supervision and only occasional instruction or assistance, as the need arises. The incumbent can contribute to any final technical decisions made and have influence on the overall outcome of such project or task assigned.

The Helpdesk Coordinator is expected to be fully aware of the operating procedures, policies, and best practices of the department and serve as a reference for IT Helpdesk Technicians, providing mentoring, coaching, and training of those staff members when needed. The Helpdesk Coordinator shall work with the IT Supervisor/Manager to identify any IS Technician training and career development opportunities that may strengthen technical skill sets for the betterment of the Technology Services Department.

ESSENTIAL FUNCTIONS
We believe that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor TMWA to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

  • Provides general support to end users on a variety of computer hardware, including but not limited to desktops, laptops, tablets, and mobile devices.
  • Provides general support to end users on a variety of computer operating systems, including but not limited to Windows Desktop OS, MacOS, Android, iOS and Linux.
  • Provides general support to end users on a variety of computer software, including but not limited to general office productivity suites, collaboration software and engineering/modeling applications.
  • Supports user skill growth by contributing to basic training, tutorials, writeups, and knowledge base articles for software/hardware in the TMWA Technology Service Catalog
  • Operates, monitors, troubleshoots and maintains computer equipment such as Printers, Scanners, Plotters, ensuring their availability for daily operations
  • Evaluates new desktop/end user software releases along with assessing system upgrades/patches/hotfix suitability for installation into the production environment
  • Works with Technology Service staff in keeping computer equipment, hardware software updated with appropriate patches, hotfixes, service packs, firmware to meet organizational needs and address critical issues
  • Performs end users' system backups and recovery, maintains data files, and monitors system configuration to ensure data integrity.
  • Supports the deployment, maintenance, support and upgrade of desktop/server hardware, software, operating systems and distributed printers.
  • Procure end user computing platforms and equipment as defined by TMWA Technology Services equipment standards
  • Procures audio/video conferencing equipment to meet the collaborative needs of TMWA end users
  • Assists end users in onsite/offsite presentation and/or conference room media setup
  • Addresses information technology issues within the organization in accordance with organizational policies and goals.
  • Evaluates Helpdesk ticket intake and lifecycle, while determining the appropriate ticketing assignment to other staff, as is appropriate to their role
  • Involved with the continued active testing, feature development, and knowledge buildout of TMWA’s Helpdesk ticketing systems.
  • Oversees the distribution, tracking, and maintenance of mobility equipment for the department.
  • Performs preliminary troubleshooting of IT Networks and Systems and supports System Analysts, Network Analysts, Database Administrators, and IT Security Analysts as needed to identify, troubleshoot, and resolve issues.
  • Follows departmental network security policies and procedures to ensure effective network telecommunication security protections against unauthorized access, modification, or destruction.
  • Assists the IT Supervisor/Manager in determining the organization's strategic (long-term) and operational (daily) technology needs, hardware/software acquisitions, and project implementation, and departmental budgeting to accomplish the organization's business objectives.
  • Other duties as assigned, including serving in an after-hours support On-call rotation.
MINIMUM REQUIREMENTS
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the minimum requirements is:

Education & Training: Bachelor’s degree or equivalent in computer science or information systems disciplines.
Experience:  Must have a minimum of (6) years of experience in the field of information technologies, with at least (2) years in a role that directly supports/supported end user issue resolution within a company.

Must have working-level knowledge of the English language including reading, writing, and speaking English.

CERTIFICATIONS, LICENSURE & SPECIAL REQUIREMENTS

The following job specific certifications are preferred: CompTIA A+, Tech+, Network+, Server+, ITIL Foundation, Microsoft Certified: Windows Server Hybrid Administrator Associate, Microsoft 365 Certified: Fundamentals.

A valid Nevada (or California – depending on state of residency) Driver License at time of hire and continuing thereafter and ability to maintain insurability under TMWA’s vehicle insurance policy.

Employment is contingent upon successful completion of a background investigation during hire and periodically thereafter during employment.

This position is considered a safety sensitive position and employment is contingent upon the results of drug and/or alcohol testing which includes screening for marijuana. The presence of marijuana or other screened for substances on any employment related substance test may result in a refusal to hire or termination of employment.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:

Principles of modern computer systems including hardware, software, and operating systems; basic-level computer programming/scripting; general understanding of data communications and network functionality, including voice networks; general understanding of Server-Client based system functionality; strong understanding of Server Domain System functionality; strong understanding of computer-based applications, including office suites, database backed applications, and custom in-house applications; general understanding of Internet architecture, system & network infrastructure, software applications; strong familiarity with technological troubleshooting methodology and practical troubleshooting skills for operating systems, applications, hardware, networking, and wiring plants; modern help desk procedures, diagnostic software, and systems for identifying, tracking, solving, and documenting problems; modern office procedures, methods, and equipment; pertinent federal, state and local laws, codes and regulations.
 
Skill/Ability to:
Help users understand how to use computers to increase their productivity; help users understand operating systems, hardware, software, and applications; help users maintain basic data security procedures and practices; troubleshoot hardware, software, operating systems, and application problems; utilize various diagnostic software programs to determine the health of computer systems; understand and follow help desk best practices for handling user, hardware, software, and application problems; assist the IT Supervisor in implementing technology projects involving hardware, software, systems, and networks; respond to requests and inquiries from the user community in a timely and cheerful manner; establish and maintain effective working relationships with those contacted in the course of work; operate as consistently contributing member and representative of the IT team; communicate clearly and concisely, both orally and in writing; be punctual regarding work hours established by TMWA; be mentally and physically alert during working hours.
 

TMWA is an equal opportunity employer. It is TMWA’s policy to provide equal employment opportunity to all employees and applicants for employment without regard to race (including traits associated with race, such as hair texture and protective hairstyles), color, gender, religion, age, national origin, social or ethnic origin, sexual orientation, gender identity or expression, marital status, pregnancy, disability, military and/or veteran status or any other characteristic protected by law. TMWA’s commitment to equal opportunity includes all terms, conditions, and privileges of employment, including but not limited to recruiting, hiring, job placement, training, compensation, benefits, discipline, advancement, and termination.

All decisions affecting any terms and conditions of employment, including recruitment, hiring, assignment, training, compensation, promotion, salary, disciplinary action, and an employee’s caregiving responsibilities, will be made without regard to race (including traits associated with race, such as hair texture and protective hairstyles), color, gender, religion, age, national origin, social or ethnic origin, sexual orientation, gender identity or expression, marital status, pregnancy, disability, military and/or veteran status or any other characteristic protected by law.

TMWA complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@tmwa.com or 775-834-8207.

TMWA is committed to providing a safe work environment and to fostering the health and well-being of our employees. That commitment is jeopardized when any of our employees illegally use drugs at home or at work, comes to work under the influence, possesses, distributes, or sells drugs in the workplace, or abuses alcohol on the job. As part of our commitment to safeguard the well-being of our employees and to provide a safe environment for everyone, TMWA has established a drug-free workplace policy.