IT Services Lead Support Coordinator

Fragomen

20h

About The Position

Fragomen is looking to hire an experienced IT Services Support Coordinator for our Technology & Innovation Lab in Pittsburgh to support a variety of enterprise and custom client applications. Working in a team-oriented environment, our IT professionals learn from the industry's leading experts. Our firm’s commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

Requirements

• 2-4 Years formal IT experience or equivalent combination of education and experience
• Experience with Windows OS, Office 365, Acrobat, and enterprise software
• Experience with VPN client, Citrix client, ticketing systems preferred
• Customer Service experience is preferred

Responsibilities

• Act as initial point of contact or escalation group on any correspondence from internal and external clients regarding software applications, client services and technical questions.
• Act as an internal team escalation point
• Conduct training with team members on Service Desk related responsibilities
• White glove support as neededequested by leadership.
• Deliver consistent responses to clients following established service level agreements upon ticket creation through all steps of the process including resolution.
• Manage ticketing system queue, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue.
• Execute assigned tasks to fulfill configuration and support requirements for our custom immigration application.
• Document and update knowledge base articles and internal procedure workflow.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Perform entry level user administration via Active Directory
• Deliver coaching to peers when necessary.
• Ability to multitask, work under pressure, and handle interruptions while maintaining flexibility in work assignments.

Benefits

• We are committed to implementing firmwide initiatives that support the health and wellness of our people, including programs to address work-life balance and benefits that cover a wide range of well-being needs of all employees.
• Our #FragomenWorks program provides the ability to be successful at home or in the office, via Hybrid & Remote work arrangements.
• Our Feedback Works process includes three managerial check-ins per year to help you progress in your career.
• Unique learning programs like: Fragomen Academy, Leadership Academy, Practical Management Academy, and Regional Development Conferences.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed