Coordinator II, IT Customer Service

This position has been filled - Job#: 139

Job Summary

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business

The Service Desk Coordinator 2 role is to ensure that end users are receiving the appropriate assistance. This includes the responsibility of prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. This individual will help implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Coordinator 2 will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Reports directly to the Director of IT Operations & Application Systems.
• Assist in the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Follow in place escalation policies and procedures.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Assist with basic system administration tasks including account provisioning/de-provisioning, computer imaging, email setup, and distribution list/security group management
• Reduce help desk incidents by performing proactive maintenance and repairs
• Maintain spare parts and supplies inventory for printers.
• Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network.
• Maintain knowledge of company policies and procedures to both monitor and promote compliance.
• Assist in the repair, installation, configuration, and maintenance of end-user technology such as PC and Mac desktops/laptops, mobile devices, printers, copiers, peripherals, and A/V equipment

PREFERRED QUALIFICATIONS

Formal Education & Certification

• Bachelor or Associate degree in the field of Information Security or Information Technology and/or 2-4 years equivalent work experience.
• Certification in ITIL preferred, but not required.

Knowledge & Experience

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Ability to communicate technical information to non-technical personnel both in writing and verbally.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to conduct research into IT security issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Team-oriented and skilled in working within a collaborative environment.

• Provide in-person support for games, events, or other special circumstances requiring travel as needed.
• On-call availability including some weekends, evenings, and holidays as assigned.
• Sitting for extended periods of time.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!