IT Service Coordinator (Dallas, TX) - Austin Industries

Austin Careers•Dallas, TX

1d•Onsite

About The Position

Austin Industries is seeking an IT Service Coordinator for its corporate headquarters in Dallas, Texas. This role acts as the main point of contact between IT service teams and end users, ensuring efficient handling of service requests, maintaining high service quality, and supporting continuous improvement in IT operations. The position will also involve reviewing and consolidating reports from desktop support technicians to ensure alignment with service standards, and performing other duties as assigned.

Requirements

High School Diploma/GED or higher
Bilingual in Spanish required
Working Knowledge of MS Office
Applicants must be legally authorized to work for ANY employer in the United States.
A bachelor's degree in Information Technology or related is highly preferred
3+ years of IT support/service desk experience
Hands-on Jira Service Management experience
Exposure to enterprise tools (M365, Intune)
Proven SLA/KPI reporting experience
Experience coordinating incidents or outages
Information Technology Infrastructure Library (ITIL) Foundation
Excellent time management and organizational skills
Must be highly organized with an attention to detail
Be an effective communicator with strong customer service skills
Ability to work in a fast-paced, deadline driven environment

Responsibilities

Receive, log, and track IT service requests and incidents using ticketing systems.
Prioritize and assign tickets to appropriate support teams.
Monitor ticket progress and ensure timely resolution.
Communicate status updates to users and stakeholders.
Act as a liaison between users, IT support teams, and vendors.
Coordinate with internal departments to resolve cross-functional issues.
Facilitate meetings and follow-ups for high-priority incidents or service outages.
Maintain accurate records of service requests, resolutions, and performance metrics.
Generate regular reports on service desk performance, ticket trends, and SLA compliance.
Document standard operating procedures and knowledge base articles.
Monitor service delivery against SLAs and KPIs.
Identify recurring issues and recommend process improvements.
Support implementation of ITIL practices and continuous service improvement initiatives.
Provide first-level support for common IT issues.
Assist users with onboarding and access to IT systems.
Conduct training sessions or create guides for frequently used tools and services.
Review daily, weekly, and monthly reports submitted by desktop support technicians.
Ensure technician activities align with service delivery goals and standards.
Identify trends or recurring issues from technician reports and escalate as needed.
Provide feedback and support to technicians to improve service quality and efficiency.