Help Desk Coordinator

ERMCO, Inc. is a national leader in electrical, low voltage solutions, and automation contracting. Since 1962, we've been headquartered in Indianapolis, and today our operations are based in Greenwood, Indiana. We partner on landmark projects across the United States, providing full-service expertise in electrical, technology and low voltage solutions, (low voltage networks, audio/visual, DAS and security), building controls and automation, and energy solutions for all types of projects. Every ERMCO project is backed by a dedicated team of project managers, engineers, estimators, technicians, and craftspeople - along with strong support from IT, marketing, accounting, and other departments. We are also proud to be 100% employee-owned, giving every team member a stake in our success. ERMCO is looking for a Help Desk Coordinator that will serve as the primary contact for all IT support inquiries, ensuring that users receive timely and efficient assistance. This role involves managing the help desk ticketing system, coordinating with staff to resolve issues, and maintaining excellent communication with users. This position reports to the Director of IT and is an in-office position. ESSENTIAL DUTIES AND RESPONSIBILITIES: Monitor and manage the help desk ticketing system, ensuring all requests are logged, prioritized, and resolved promptly. Track and follow up on open tickets to ensure timely resolution. Provide support to users for hardware, software, and network issues. Troubleshoot and resolve technical problems. Assist users with setting up and configuring IT equipment and applications. Maintain a high level of customer satisfaction by providing courteous and effective support. Communicate with users to gather information about their issues and provide updates on ticket status. Educate users on best practices and self-service options for common issues. Maintain accurate records of support requests, resolutions, and user feedback. Create and update help desk documentation, including FAQs and user guides. Ensure documentation is easily accessible and up-to-date. Coordinate with IT staff to ensure efficient resolution of issues. Communicate with users regarding system outages, maintenance schedules, and updates. Assist in training new help desk staff and interns. Stay current with new technologies and support tools to enhance service delivery. Participate in professional development opportunities to improve skills and knowledge. All other duties as assigned. EXPERIENCE, EDUCATION: 6 Months of IT Experience Strong problem-solving skills. Strong organizational and time management skills with the ability to prioritize tasks and to learn quickly. Demonstrates ability to interact and cooperate with all company employees and team members within a very diverse company. Strong verbal and written communication skills. Must be an open communicator willing to talk to anyone and everyone; must be able to express ideas/information effectively to individuals both inside and outside the company. Self-motivated with the ability to work independently and/or within a team. Attention to detail and the ability to maintain confidentiality. ERMCO, Inc Benefits: Medical Dental Vision PTO Basic Life Insurance STD, LTD, Voluntary Life 401k ESOP!!

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