Job Title: Help Desk Coordinator

Location: Ft. Worth, TX

Job Type: Full-time, Non-Exempt

Department: Campus Technology

Reports To: Help Desk Manager

Date: 12/10/2024 Last Revision

Standard of Christian Commitment

The candidate must be a professing Christ follower who possesses a strong commitment to the mission and core values of Southwestern Seminary and Texas Baptist College, possess a clear understanding of Southern Baptist heritage and culture, and agrees to serve in accordance with and not contrary to the current edition of the Baptist Faith and Message.

Southwestern Seminary, an entity of the Southern Baptist Convention, is a confessional institution. While the Seminary serves the larger evangelical Christian community, employees must embrace the values and standards the Seminary represents as it fulfills its mission of shaping Christian leaders within our denominational context.

Since duties of this position require the employee to represent the Seminary to prospective and current students, candidates must abide by the Seminary bylaws, the Employee Handbook, and the current edition of the Baptist Faith and Message as a condition of employment.

Job Description

Job Summary

The Help Desk Coordinator is part of the Help Desk team that provides support to faculty, staff, and students and helps in resolving their issues. The Coordinator is responsible for answering the phone, and then processing and prioritizing the work to resolve the issue. They are also responsible for managing incoming tickets received through the Help Desk Ticket System and emails set to the department email.

Essential Job Functions / Responsibilities

• Answers the Help Desk telephone and emails for the team;

• Inputs Campus Technology work orders and assigns them to the proper staff;

• Coordinates Ticket completion by the Computer Support Technicians and other staff;

• Provides users with basic instructions on common technical questions;

• Maintains basic user documentation;

• Communicates positively across inter-departmental lines; and

• Performs other related duties as assigned and specific to area of responsibility.

Skills / Requirements

• Familiar with Microsoft Windows computers including some Microsoft Office applications including Word, Excel, and Outlook.

• Ability to connect personal devices to wireless networks.

• Excellent Verbal Communication, Organization, Time Management, Reporting Skills, Scheduling, Administrative Writing Skills

• Must enjoy interacting with a diverse group of people from all backgrounds and age groups.

• Exhibit a humble, patient, and collaborative spirit in order to create a healthy and vibrant work culture for the staff team.

• Possess a strong work ethic and initiative.

• Ability to multi-task, pay attention to detail, and be a team player.

Qualifications / Education

• Bachelor’s Degree or equivalent

• Valid driver’s license

• Successful completion of background check, MVR, and credit check may be required.

Supervision

• Some Supervisory responsibility

• Reports to the Help Desk Manager

Decision-Making Responsibilities

• None

Exposure to Confidential Information

• Yes

Physical Requirements

• Physically able to sit and stand for long periods of time,

• Able to use computer and move about office to interact with other staff members,

• Able to attend meetings on site,

• While performing the duties of this job, the employee is regularly required to talk and hear.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Southwestern Baptist Theological Seminary will reasonably accommodate qualified individuals with a disability so they may perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to the institution. Contact human resources (HR) with any questions or requests for accommodation.

About Southwestern Baptist Theological Seminary

Southwestern Baptist Theological Seminary, established in 1908 under the visionary leadership of B.H. Carroll, was born out of the urgent need for trained ministers in America’s rapidly growing Southwest. Initially part of Baylor University, the seminary became an independent institution in Waco before relocating to Fort Worth in 1910. Carroll’s unwavering commitment to orthodoxy, gospel-centered education, and the Great Commission shaped the seminary’s mission. Training God-called men and women for ministry, Southwestern has an expansive academic program training pastors, missionaries, and ministry leaders in theology, missions, evangelism, music and worship, and education. Today, it stands as a beacon of faithfulness, equipping generations to serve Christ’s church globally.

What We Offer

Provided Benefits:

Southwestern offers a best in class benefit package which includes family medical, family life insurance, long-term disability, 10% retirement contribution, HSA contributions, 3 weeks of paid time off, and 14 holidays.

Voluntary Benefits:

Southwestern offers access to voluntary products such as dental, vision, additional life insurance, HSA contributions, Flex accounts, retirement contributions, short term disability, personal accident, critical care, hospital indemnity, identity theft protection and pet insurance at reduced group rates for employees and their dependents.

Campus Amenities:

Our work environment benefits from a 37.5-hour workweek which upholds a Standard of Christian Commitment and enjoys a beautifully maintained campus free parking for full-time employees, access to our libraries, recreation and aerobics center, medical clinic, cafeteria and coffee shop, faculty and staff meal plans, and Employee Tuition Benefit (up to 50% discount).