IT Support Coordinator (Receptionist)

Courser•Pleasant Grove, UT

23d

About The Position

About COURSER COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success. General Summary: The IT Support Coordinator is responsible for attaining maximum utilization of internal technical resources through daily scheduling of service requests. Perform service request intake from clients; assign, schedule and scheduling service engineers for remote service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Requirements

Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
Previous Client Service or phone related skills; familiarity with computer system support terminology/concepts.

Responsibilities

Act as the single point of contact to the client for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Triage service requests as they arrive through email, manual entry, or direct client input
Schedule internal technical resources
Improve client service, perception, and satisfaction
Fast turnaround of client requests
Ability to work with 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 Manager, or supervisors.

Benefits

Competitive benefits package, including medical, dental, vision, and life insurance
401k match
Unlimited vacation time
Paid sick time
10 Holidays including your Birthday and a Floating Holiday!
Healthy Lifestyle reimbursement
Amazon Prime reimbursement
40 Hours for Volunteer Time
Paid parental leave
Reimbursement for ongoing education and certifications
Learning and development programs
Unlimited vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days.