Help Desk Coordinator

Job Summary

The Help Desk Coordinator brings a “Make IT Personal” approach to technical support supporting both Mac and Dell/Windows users while serving as the organization’s resident Mac subject-matter expert. In this individual-contributor role, the coordinator is a primary resource for enterprise end-user support across macOS and Windows, including Apple and Dell hardware, device deployment, application compatibility, identity and access, encryption, connectivity, and endpoint management. The role combines cross-platform support skills and deep Apple expertise with responsive, approachable service that helps employees use their technology confidently and productively.

Operating independently within established procedures and priorities, this role owns assigned issues from initial contact through resolution, identifies recurring technical problems across the environment, and recommends improvements to the employee technology experience. The Help Desk Coordinator partners with other IT resources when escalation is required, supports onboarding and offboarding, maintains support resources for both Apple and Windows environments, and provides day-to-day Windows support alongside Mac.

Essential Duties and Responsibilities

• Serve as an approachable, visible point of contact for employees across the company, building trusted relationships and providing patient, responsive, and customer-focused technical support through approved channels.
• Serve as the resident subject-matter expert for Mac support while providing day-to-day support for Dell/Windows devices, diagnosing and resolving complex issues involving macOS, Windows, Apple and Dell hardware and peripherals, enterprise applications, software updates, user profiles, permissions, authentication, certificates, networking, performance, and endpoint security.
• Administer and support the enterprise device lifecycle across Mac and Dell/Windows hardware, serving as the subject-matter expert for Mac, through mobile device management, Apple Business Manager, automated enrollment, configuration profiles, application deployment, macOS updates, inventory and compliance reporting, FileVault encryption and recovery, single sign-on, directory integrations, and endpoint-security tools.
• Assess incoming requests for urgency, impact, completeness, and appropriate ownership using established guidelines.
• Monitor incoming help desk tickets, coordinate daily ticket activity, and route requests to the appropriate IT resource or team.
• Independently manage assigned tickets and priorities from intake through resolution, exercising sound judgment and escalating complex, unusual, security-related, unresolved, or competing priorities to the appropriate IT resource or leadership.
• Accurately document issue details, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Proactively follow up with employees, explain resolutions in clear and accessible language, confirm that their needs are fully addressed, and communicate service interruptions or additional actions as appropriate.
• Meet established response-time, documentation, and service-quality standards.
• Support employee onboarding and offboarding by coordinating assigned account, application, device, equipment, and access activities in accordance with established procedures.
• Own the preparation, configuration, enrollment, deployment, replacement, retrieval, secure wipe, and inventory tracking of company Mac and Dell/Windows hardware and related equipment, throughout the device lifecycle.
• Confirm that assigned onboarding and offboarding tasks are completed or appropriately escalated and maintain accurate equipment records.
• Create and maintain internal help desk procedures, troubleshooting guides, knowledge-base articles, and employee-facing self-service resources; provide practical guidance or training that helps employees use technology more effectively.
• Analyze ticket themes and document recurring technical or service issues, common resolutions, service interruptions, and emerging support needs.
• Share observations and improvement recommendations with IT leadership.
• Support the implementation, testing, communication, documentation, and training associated with approved changes to help desk processes, tools, and workflows.
• Stay informed about organizational, technology, and process changes that may affect help desk support.

Education and Experience

• 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.

• 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.
• Hands-on experience supporting Windows devices, including Dell hardware, required; substantial enterprise Mac experience strongly preferred, as this role serves as the resident Mac subject-matter expert.
• Experience creating or maintaining knowledge base articles, troubleshooting guides, or self-service documentation preferred.
• Experience supporting or improving ticketing workflows and onboarding processes preferred.

Skills and Ability

• Ability to communicate technical information in clear, accessible language.
• Ability to listen carefully, ask thoughtful questions, and adapt approach to the employee’s level of technical knowledge.
• 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.
• Strong organizational skills and the ability to manage multiple requests in a fast-paced environment.
• Strong written and verbal communication skills.
• A demonstrated interest in engaging with employees across the organization and creating a personal, positive, and confidence-building IT support experience.
• 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.
• Ability to build productive relationships and engage comfortably with employees, IT colleagues, leaders, and organizational teams at all levels.
• 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 is also beneficial.

Supervisory Responsibilities: None

Physical Demands:

While performing the duties of this job, the occupant is regularly required to:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged use of computer and headphones for conference calls.
• Communicate effectively via phone, video, and email.
• Use hands and fingers to operate a computer and other office equipment.

Travel Requirements: Minimal

One Global Team

At LabConnect, we are proud to be one global team: united by our shared mission to advance clinical trials through innovation, agility, and collaboration. We believe that our people are our greatest asset, and we are committed to fostering a workplace that reflects our core values: People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

LabConnect is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), creed, national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to cultivating a workplace that is safe, equitable, and respectful for all. Together, as one global team, we strive to ensure that every individual has the opportunity to thrive and contribute to our shared success.

This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Join our team and discover how your work can impact patients' lives around the world!

Some of the Perks our LabConnectors Love:

• Financial Security (Base Pay, 401k Match and Possible Annual Bonus Eligibility)
• Health Benefits beginning on date of hire
• PTO plan, plus 11 Paid Company Holidays, and 1 Day to Volunteer in your community
• Short and Long-Term Disability, Life Insurance, and AD&D
• We celebrate our differences, which enriches our culture!

In addition to great perks and challenging work assignments, we invest in our people with career growth opportunities, globally. We believe in a friendly and collaborative environment with open lines of communication. While living out our values of People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

We are proud to be an Equal Employment Opportunity Employer and value the diversity of our workforce. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. To learn more about equal employment opportunity, please view the posters here: https://www.dol.gov/agencies/whd/posters

LabConnect also prioritizes the privacy and security of your personal data. All candidate information is handled in accordance with General Data Protection Regulation (GDPR). To learn more, please review our Privacy Notice on our website, by navigating to https://www.labconnect.com/

If you need assistance to complete your job application, search for a job opening, or submit an online application at LabConnect, please email talent@labconnect.com or call +1 (423) 722-3155.