IT Service Coordinator

:

JOB SUMMARY:

The IT Service Coordinator will monitor inbound service requests, coordinate dispatch and alerts for the support and project groups. This position will work with the internal and external technical groups to support and promote a positive customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities as the IT Service Coordinator include the following.

• Creates a positive customer support experience, by acting as a point of contact for all service requests, communicating promptly with customers on progress, until tickets have been resolved.
• Notifies customers of impending changes or agreed outages.
• Coordinates and schedules support personnel with customer needs to ensure maximum utilization of internal and field technology resources and client satisfaction.
• Provides Tier1 support by answering questions and requests from end-users.
• Accurately tracks and reports hardware orders and delivery as well as ensure that all renewals are maintained and passed along to the IT Team as needed.
• Monitors designated applications and takes corrective action to prevent or minimize system down time.
• Collaborates on special projects; may track and allocate software licenses.
• Maintains quality service by establishing and enforcing organization standards.
• Maintains IT Call Center database by entering information and/or modifying the IT call tree.
• Keeps current with the latest technology; regularly attends technical training to maintain technical expertise.
• Other duties as assigned.

EDUCATION AND/OR EXPERIENCE :

• High School Diploma or GED required; associate degree (A.A or A.S) or equivalent from two-year college or technical school preferred.
• Six months to one-year related experience and/or training; or equivalent combination of education and experience.

QUALIFICATIONS & SKILLS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS :

Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Demonstrate the ability to write routine reports, correspondence, and the ability to speak effectively to customers and/or employees of an organization. Must possess telephone skills, and excellent written and oral communication skills. Display active listening, and customer care.

REASONING ABILITY :

Possess the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be able to multi-task, prioritize, and organize work. Possess technical awareness: ability to match resources to technical issues appropriately.

COMPUTER SKILLS :

To perform this job successfully, an individual should have knowledge of Tracking Tools, i.e., Ticketing and Monitoring Systems, SharePoint Administration, Internet, spreadsheet, and word processing software. Demonstrated proficiency using standard office software, applications, query and control languages, application administration, and providing Tier1 technical support to end users. Understanding of support tools, techniques, and how technology is used to provide IT services.

PHYSICAL REQUIREMENTS :

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

OTHER :

Demonstrate to be self-motivated and display a positive attitude. Ability to handle confidential and sensitive information. Service awareness of all organization's key IT Services for which support is being provided.

WORK ENVIRONMENT :

The work environment is a professional office setting. The noise level in the work environment is usually moderate.

SUPERVISORY RESPONSIBILITIES:

None