Help Desk / Service Coordinator

Job description

Job Summary

ITVantix is a Managed IT, Voice and Security Services Provider.

General Summary:

The Help Desk / Service Coordinator is responsible for fielding customer support requests and also responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

The Service Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow thru, proper triaging and managing of service requests and helping in managing client expectations. The ITVantix Help Desk / Service Coordinator will:

• Act as the single point of contact to the customer for all types of service requests.
• Coordinate all IT, Voice and Security support groups to ensure maximum utilization of billable resources.
• Pre-process service requests as they arrive through email, phone, ticketing software, manual entry, technician feedback or direct customer input.
• Schedule internal and field technical resources.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages.

Knowledge, Skills and/or Abilities Required:

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.

• Basic computer and operating system knowledge
• Ability to work on multiple priorities and/or projects simultaneously.
• Excellent listening and communications skills, both verbal and written.
• Strong customer relationship skills.
• Organized, detail oriented and self-motivated.
• Strong computer skills and the ability to effectively communicate through e-mail.
• Ability to remain in contact with the client thru the completion of the incident.
• Basic problem-solving abilities and ability to meet reasonable deadlines.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.
• Ability to work with little supervision and manage a team.

Expected Outcomes:

• Improve customer service, perception, and satisfaction
• Quickly respond to customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service DeskManager
• Responsible for entering time and expenses as it occurs
• Ensure detailed service tickets are maintained for each service request
• Success in the Service Coordinator position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction
• This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients

Responsibilities and Duties

A Qualified Help Desk / Support Coordinator will be responsible for:

• maintaining documentation about customer systems
• establishing and maintaining user permissions and access
• becoming familiar with various software programs being utilized by ITVantix and various customers
• prioritizing and troubleshooting IT systems, voice communication systems, surveillance systems and security systems to include, but not limited to, network servers, workstations, software, switches, firewalls, printers, tablets, smartphones and other mobile devices, point-of-sale systems, cash registers, websites, DVRs, NVRs, Backup Appliances, home security systems, IP cameras, wireless devices and all other technology based assets and equipment.

A qualified candidate should have knowledge and experience in Backup & Contingency Planning to include Disaster Recovery efforts and the ability to document procedures. Knowledge of Antivirus software, Remote Monitoring & Remote Desktop Management is required. Applicants should be familiar with various Windows, Apple, Mac OS & iOS, Android and Linux Workstation & Server based systems as well as commonly available Microsoft Office Suite applications and other common applications utilized by the average user in today’s computing environment.

This person will be responsible for tracking time and documenting support tickets as the work is being performed as well as developing “help desk” type documents for users to access while troubleshooting common problems.

A well qualified candidate will be responsible for working directly with company leadership to develop the “help desk” workflow for ITVantix and prioritizing and dispatching tickets to the responsible parties which may include 3rd party vendors.

The Help Desk / Support Coordinator will be expected to maintain a current professional knowledge in a constantly changing environment by continued professional education through seminars, courses, or other resource as appropriate. Applicants with active certifications such as Security+, Network+, Cisco CCNET or related will be given priority. Additional product certification and/or verifiable training on voice or security systems and equipment is a bonus.

This position will periodically be designated as “on call” on a scheduled basis to include, but not limited to, other than normal business hours and weekends, to act as the primary support contact for customer issues.

For the right candidate, this is an excellent long-term opportunity to become a key member of the ITVantix team. ITVantix has grown faster than originally projected and the right candidate will work directly with the Lead Engineer and executive management to sustain the company’s growth with opportunities for advancement.

Qualifications and Skills

• A minimum of two years of training as demonstrated by degree or certification.
• Two years experience in an IT support role.
• Advanced computer skills.
• Intermediate decision making, problem solving skills.
• Ability to write detailed correspondence to include documenting task progress, problem resolutions, and technical procedures.
• Intermediate verbal and written communication skills.
• Ability to verbally present information effectively in one-on-one and small group situations to customers, project stakeholders, vendors and other members of the organization.
• Must be willing to travel to Warner Robins, GA for training and other company business as needed.

Job Type: Full-time

Pay: Commensurate with Experience

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

Education:

• Associate (Required)

Experience:

• IP networking: 2 years (Required)
• Active Directory: 1 year (Required)

Work Location: In person

Due to the nature of this position, in working as closely with multiple departments and their core business unit, this position is unable to be performed by a Remote Employee. As there is no concession available for a Remote Employee, no requests made to convert this position to Remote Employeeship will be considered.