Coordinator, Information Technology/Helpdesk - Participant

Participant is seeking a Coordinator to be the face of the IT department, ensuring that all help desk tickets are handled in a timely and professional manner, with an emphasis on customer satisfaction.

Job Summary: This individual will act as the first line of contact for a diverse array of company-wide systems. They will provide technical support to employees and help them maintain the ability to complete their daily tasks and functions when faced with IT-related issues.



  • Take ownership of Participant Help Desk including answering/resolving basic Tier 1 tickets (from support calls, walk-up customers and emails) using experience, documented procedures and/or research
  • Own the help desk.  Manage the help desk tickets via Manage Engine’s ServiceDesk product. Enter and categorize tickets. 
  • Escalate and route more complex issues based on priority
  • Document resolutions into the IT Support Knowledge Base/WIKI
  • Setup, troubleshoot and support Mac OS, Windows OS, iOS and Android
  • Assist, setup, and support of Polycom VoIP office phones and smart devices (iOS + Android)
  • Provide Zoom, WebEx, Skype, Polycom and/or Cisco video teleconference support
  • Ownership of printer peripherals and consumables inventory
  • Setup Mac/Windows hardware with corporate software titles for new hire provisioning via tools such as Jamf MDM
  • Work with Human Resources to provide IT new hire orientation training
  • Manage hardware and software inventory assets via Managed Engine’s ServiceDesk
  • Develop and manage internal and external support and training documentation
  • Develop, execute and follow IT operational policies, standards and work instructions for customer support
  • Ensure customer satisfaction through continued status updates and follow-up
  • Help monitor critical infrastructure systems via provided industry-standard monitoring tools such as PRTG
  • Manage outside vendors to service any related Participant hardware



  • Bachelor’s degree highly preferred
  • 2+ years of professional experience in IT field
  • Experience with Polycom and/or Cisco video teleconference hardware (SIP) is a plus.
  • Basic understanding of network concepts – ethernet cabling, network switches, WIFI and firewalls.
  • Prior customer service experience is a must
  • Excellent analytical, organizational and time management skills
  • Great attention to detail and follow up, as well as verbal/written communication skills
  • Excellent problem solving/troubleshooting skills
  • Ability to manage and prioritize multiple tasks simultaneously, as well as handle pressure
  • Self-motivated and able to work independently
  • Takes ownership of project and issues
  • Excellent communication and team work skills
  • Highly resourceful
  • Stellar customer service skills

Candidates can apply here