Technical Services Coordinator II

Ross Stores•New York, NY

3d•$24 - $39•Onsite

About The Position

Technical Services Coordinator II provides comprehensive IT support for end users across the organization. Core responsibilities include responding to support requests both onsite and remotely, documenting service tickets, and delivering troubleshooting for desktops and laptops. This role requires strong customer service skills, attention to detail, and the ability to proactively identify and address technical issues. The coordinator will perform initial technical analysis on incidents reported through the Help Desk and apply analytical, technical, and system administration knowledge to troubleshoot, resolve, or appropriately escalate production support issues.

Requirements

High School Diploma, GED or equivalent and 1-2 years of experience in PC support services.
Assists in maintaining, preparing, and upholding processes for reporting and logging PC performance.
Oral, Written, and one-on-one communications with technical and non-technical users.
Strong Analytical Skills – the ability to diagnose and solve technical issues.
Ability to respond promptly and consistently to changing customer needs and circumstances
Perform other duties as assigned.

Nice To Haves

Good judgement to determine appropriate time to deviate or escalate from standard practices in effort to support the business needs.

Responsibilities

Execute established Service Level Agreements (SLAs) for all IT Services following established procedures on routine work and under instruction on new assignments.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Demonstrates a high level of customer service by responding to IT requests, communicating clearly and ensuring a positive support experience.
Receive support requests and IT service-related issues from customers and respond using established procedures.
Partners with and provides support and training to end-users on computer operation issues.
Provide advanced technical support for systems including Active Directory, PCs/laptops/mobile devices, printers, software, hardware, network connectivity via phone or remote tools.
Helps maintain an inventory of keyboards, hard drives, printers, modems, scanners, monitors, and other peripheral devices.
Identify, log, categorize, and resolve semi-routine incidents and root causes of problems and raise a problem if required.
Ensure that trouble tickets are addressed to agreed service levels through prioritization, incident recording, recognition, isolation, resolution and follow up following standard guidelines.
Gather performance metrics against stated SLAs following standard guidelines.
Monitor all events in the enterprise IT environment and take appropriate control action to address semi-routine events, following standard guidelines.
Organizes objectives and prioritizes work; has sense of urgency.
Installs, configures, tests, maintains, monitors, and troubleshoots end-user peripheral devices, workstation hardware, and networking hardware products.