• IT Coordinator

    Posted Date 1 month ago(11/14/2018 4:14 PM)
    Location
    US-NY-New York
    Category
    Support Services
    Experience Level
    Junior
    Shift (Days/Times)
    Monday Through Friday (8:30AM to 5:30PM)
  • Overview

    Under the supervision of the Manager of ITC, this position will respond to Client requests and inquiries via phone and email, and provide high level scheduling support to the Field and Service Desk Departments, ensuring all support tickets are promptly assigned and resolved.

     

    Our ideal candidate will be a detail-oriented IT Coordinator with 2+years experience working in a fast-paced sometimes stressful environment.   He/She will strive to understand the technology needs our Clients in order to effectively assign tickets and monitor roll-over service desk call lines and mailbox, ensuring all Client inquiries are responded to within the designated timeframe.

    Responsibilities

    • Open, assign and monitor support tickets; full-ownership of scheduling and organizing Service Desk and Field Staff assignments from ticket inception to successful resolution.
    • Coordinate and assign all support tickets escalating across departmental lines as necessary.
    • Respond to Client inquiries via phone, email and instant message; monitor and respond to the 9032 Manager’s line for emergency calls.
    • Continually monitor and manage Client issues, promptly alerting appropriate managers to ensure quick resolution.
    • Update Client management database with contact information and detailed special handling information to facilitate highest level of technical Client support.
    • Maintain Client’s afterhours key lockbox.
    • Enter and monitor all RFA business and operation tickets & work items in order to log & track Field Technician availability and mileage.
    • Assist with editing payroll and entering PTO requests for the Field and Service Desk Staff.
    • Review morning Service Desk Supervisor shift report, following up on open issues from previous day; complete daily ticketing status report by close of business.
    • Manage the flow of all site maintenance work orders by scheduling of technicians and parts needed to perform maintenance activities.
    • Monitor, review and analyze the schedule and status of site maintenance during all phases of the project including the analysis of any schedule deviations and corrective actions.
    • Responsible for the development and maintenance of the production schedule to ensure timely site maintenance while continuously taking into consideration capacity constraints and customer service levels.
    • Create and maintain production schedules that support and align with the project requirements.
    • Develop and maintain best practices for all activities that affect site maintenance scheduling.
    • Coordinate with various departments to facilitate on-time site maintenance.
    • Consistently updating the schedule in the system to avoid gathering of incorrect data.
    • Complete all other tasks as assigned.

    Qualifications

    • 2+ years experience in a Client inter-facing, IT Coordinator role; experience working in a ticketing system environment required; Connect Wise experience preferred.
    • Strong Client service, written and oral communication, and organizational skills.
    • Excellent active listening skills and the ability to ask relevant questions in order to gather document and communicate Client issues to both technical and non-technical team members in a clear and concise manner.
    • Ability to use logic and deductive reasoning in order to assess Client issues and assign technical staff accordingly.
    • Ability to multitask and work on simultaneous projects, completing tasks in a timely manner.
    • Basic understanding of technical terminology preferred.
    • Experience working within a ticketing system environment required; working knowledge of Connect Wise preferred.
    • Proficiency  with Word and  Excel

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