Help Desk Coordinator

LabConnect

. Serve as an approachable point of contact for employees and provide responsive technical support through approved channels .

Posted 10/16/2026full-timeJohnson City • Tennessee • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in macOS and Windows technical support, including troubleshooting, deployment, and lifecycle management. Proficient in managing enterprise device lifecycles and providing responsive support while maintaining documentation and service quality standards.

Highest-signal resume keywords

MacOS Technical SupportWindows Device SupportEnterprise MDM PlatformsTicketing System ExperienceITIL Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDevice ProvisioningConfiguration ManagementEndpoint SecurityApplication DeploymentFileVault ManagementNetworking ConceptsLifecycle ManagementKnowledge Base CreationService Desk Operations

Soft Skills

Effective CommunicationSelf-Directed WorkJudgment and EscalationMulti-Request ManagementTechnical Documentation

Tools & Technologies

Apple Business ManagerAutomated Device EnrollmentTicketing SystemMDM ToolsDirectory Services

Certifications & Qualifications

ITIL CertificationCompTIA A+HDI CertificationApple Device Support CertificationApple Deployment and Management Certification

Industry Keywords

Enterprise Technical SupportService DeskEndpoint SupportOnboarding ProcessesSecurity Compliance

Tech Stack

Tools & technologies

MacOSTCP/IP

About the role

Key responsibilities & impact

Serve as an approachable point of contact for employees and provide responsive technical support through approved channels
Serve as the resident Mac subject-matter expert while supporting Dell/Windows devices
Diagnose and resolve issues involving macOS, Windows, hardware, peripherals, applications, software updates, profiles, permissions, authentication, certificates, networking, performance, and endpoint security
Administer the enterprise device lifecycle using mobile device management, Apple Business Manager, automated enrollment, configuration profiles, application deployment, updates, inventory and compliance reporting, FileVault, single sign-on, directory integrations, and endpoint-security tools
Assess incoming requests for urgency, impact, completeness, and ownership
Monitor help desk tickets, coordinate daily ticket activity, and route requests to appropriate IT resources
Manage assigned tickets from intake through resolution and escalate complex, unusual, security-related, unresolved, or competing priorities
Document issue details, troubleshooting steps, resolutions, and follow-up actions
Follow up with employees, explain resolutions, confirm needs are addressed, and communicate service interruptions or additional actions
Meet response-time, documentation, and service-quality standards
Support employee onboarding and offboarding account, application, device, equipment, and access activities
Prepare, configure, enroll, deploy, replace, retrieve, securely wipe, and track company Mac and Dell/Windows hardware
Maintain accurate equipment records and confirm onboarding/offboarding completion or escalation
Create and maintain help desk procedures, troubleshooting guides, knowledge-base articles, and self-service resources
Provide practical technology guidance or training to employees
Analyze ticket themes, recurring issues, resolutions, service interruptions, and emerging support needs
Share improvement recommendations with IT leadership
Support implementation, testing, communication, documentation, and training for approved help desk process, tool, and workflow changes
Stay informed about organizational, technology, and process changes affecting help desk support

Requirements

What you’ll need

Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred
Three or more years of enterprise technical support, service desk, endpoint support, or related experience
Two or more years of hands-on experience supporting macOS devices in an enterprise environment, including troubleshooting, deployment, configuration, security, and lifecycle management
Experience troubleshooting hardware, software, applications, access, and connectivity issues
Experience working with a ticketing or service-management system
Experience supporting device provisioning and employee onboarding or offboarding activities
Hands-on experience supporting Windows devices, including Dell hardware, required
Experience with enterprise MDM platforms, Apple Business Manager, automated device enrollment, macOS application deployment and patching, FileVault recovery-key management, Apple silicon, single sign-on, directory integrations, and endpoint-security tools preferred
Experience creating or maintaining knowledge base articles, troubleshooting guides, or self-service documentation preferred
Experience supporting or improving ticketing workflows and onboarding processes preferred
Working knowledge of enterprise endpoint support across macOS and Windows, including macOS administration, Apple and Dell hardware diagnostics, MDM enrollment and configuration, software deployment, FileVault, identity integration, security compliance, and Mac device lifecycle practices
Familiarity with basic networking concepts, including VPN, Wi-Fi, TCP/IP, and directory services preferred
ITIL, CompTIA A+, or HDI certification preferred; Apple device support or Apple deployment and management certification beneficial
Ability to communicate technical information in clear, accessible language
Ability to manage multiple requests in a fast-paced environment
Ability to work effectively as a self-directed individual contributor, own work through completion, exercise sound judgment, and recognize when escalation or leadership guidance is needed
Ability to document technical information and troubleshooting steps accurately
Prolonged periods of sitting and computer work; effective communication via phone, video, and email; ability to operate computers and office equipment

Benefits

Comp & perks

Equal Opportunity Employer committed to an inclusive, safe, equitable, and respectful workplace
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job
Minimal travel requirements