D&IT Coordinator, Service Desk

Corning•Town of Erwin, NY

3d•$48,691 - $66,951

About The Position

This role provides technical assistance and support for requests and issues related to computer systems, software, hardware, IT services, and mobile devices. Support is delivered through phone, chat, walk-up, and web-based ticket submissions. The coordinator triages, troubleshoots, resolves, escalates, and refers end-user inquiries and technical issues, taking ownership of the customer experience and providing timely, effective support while meeting or exceeding customer expectations.

Requirements

2–5 years of experience in a Help Desk, Service Desk, or Technical Support environment.
Time-management skills, including the ability to keep a schedule, multitask, complete tasks, and meet deadlines in a fast-paced environment.
Customer-service experience, preferably in a call-center environment.
Strong work ethic, attention to detail, and a positive attitude.
Self-starter able to work in a team environment and motivate others.
Strong technical abilities, including knowledge and skill with computers and mobile devices.
Strong organization and planning skills, with the ability to handle changing priorities.
Interpersonal skills, empathy, patience, and the ability to communicate clearly and influence.
Ability to read, understand, and apply written instructions in English.

Nice To Haves

Associate degree or equivalent experience.
Experience troubleshooting Microsoft Windows operating systems and desktop issues.
Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.
Experience troubleshooting Outlook email and calendar issues.
Experience supporting macOS devices.
Experience with Active Directory account administration and management.
Experience supporting iPhone and Android mobile devices.
Experience with VPN and remote-access solutions.
Experience supporting Citrix and virtual desktop environments.
Experience with endpoint security tools.
Experience using remote-support tools.
Experience supporting Chrome, Edge, and other web browsers.
Familiarity with Microsoft Azure (IaaS).
Experience installing, configuring, and troubleshooting enterprise software.
Experience supporting Webex or similar collaboration tools.
Experience using ServiceNow or similar ticketing systems.
Knowledge of ITIL and ITSM best practices.
Strong documentation and knowledge-management skills.
Experience with Cisco Finesse or similar contact-center applications.

Responsibilities

Follow Corning policies and documented processes, including Incident Management, Request Fulfillment, and Knowledge Management.
Use Knowledge Base articles to analyze, troubleshoot, and accurately resolve or route incidents and requests in a timely manner.
Recommend improvements to Knowledge Base articles to improve their accuracy, clarity, and usability.
Communicate promptly and clearly with leaders and end users to manage expectations.
Work with vendor technical support to ensure effective resolution of third-party service issues.
Post service messages and relay updates to internal business groups.
Maintain assignment-group and individually assigned tickets according to processes and established SLAs, updating tickets promptly with troubleshooting performed and communications with users, vendors, and other IT teams.
Assist with queue management when assigned, routing tickets and managing workload across the team.
Participate in specialist roles such as Bar3000, mobile, or software support as needed.
Provide feedback to drive continuous service improvement and prevent recurring issues.
Perform other duties as assigned.

Benefits

Company-wide bonuses and long-term incentives.
100% company-paid pension benefit with fixed contributions.
401(k) matching contributions; total company contributions to retirement accounts can reach between 7% and 12% of pay depending on age and years of service.
Medical insurance.
Dental insurance.
Vision insurance.
Paid parental leave.
Family-building support.
Fitness benefits.
Company-paid life insurance.
Disability benefits.
Disease-management programs.
Paid time off.
Employee Assistance Program (EAP).
Recognition program to celebrate successes and reward exceptional contributions.