Help Desk Coordinator

  • Manages daily tasks associated with monitoring and answering any questions/trouble calls from users of LLC website, Blackboard Learn™ online courses, or organizational sites, and other student inquiries.
  • Monitors forums and ensures all questions routed to topical SMEs. Maintain Web Portal capability, Support Desk and Digital Library functionality, Student Management (database) and Extension Campus support capability, and content management capabilities that facilitate sustainment of enterprise training centers.
  • Update and Maintain Fort Eustis LLC Standard Operating Procedures (SOPs).
  • Collect data and maintain records on user metrics, including time of day use occurs, to include periods of peak activity; number of active users on system; end user training conducted; total number of courses on Fort Eustis LLC Bb system; total number of users on system; number of courses per Domain on system; number of students per Domain on system; Training Help Desk trouble tickets; feedback through polls and surveys; current configuration change requests; other requirements as identified.
  • Collect data and maintain records on system metrics, including system down-time; time of operation under continuity of operations procedures; bandwidth utilization; and other requirements as identified.
  • Collect data and maintain records for manpower resources used to create knowledge objects or system enhancements; instructor-student hours to deliver end user training for Fort Eustis LLC system applications; resource scheduling; and other requirements as identified.
  • Establish and operate tiered Support Desk to provide application assistance to end users.
Job Category: Help Desk
Job Type: Full Time
Job Location: Fort Eustis - VA
Clearance Level: Secret / Tier 3
Education-Certifications: IAT Level II MA/MS Degree (BA/BS Degree accepted with additional years of experience)
Years of Experience: 10+ years (12+ years with BS Degree)

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