Service Desk Coordinator

Summary of Essential Job Functions

  • Troubleshoot, resolve, and escalate service tickets as needed
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Provide remote technical assistance and support for incoming service tickets via emails and calls for issues related to computer hardware, software, and SaaS applications
  • End user support of mobile devices
  • Work with the team to ensure tickets assigned are responded to in a timely manner.
  • Communication skills to participate in project meetings and technical work sessions with co-workers and customers
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or scheduled maintenance outages
  • Orienting new end users in hardware, software, and network systems/services available
  • Produce, maintain, and update technical documentation
  • Ability to work on multiple priorities and/or projects simultaneously
  • The ability to complete training classes, personal study, and certification exams as assigned
  • Other duties as assigned

Minimal Requirements

  • Troubleshoot, resolve, and escalate service tickets as needed
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Provide remote technical assistance and support for incoming service tickets via emails and calls for issues related to computer hardware, software, and SaaS applications
  • End user support of mobile devices
  • Work with the team to ensure tickets assigned are responded to in a timely manner.
  • Communication skills to participate in project meetings and technical work sessions with co-workers and customers
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or scheduled maintenance outages
  • Orienting new end users in hardware, software, and network systems/services available
  • Produce, maintain, and update technical documentation
  • Ability to work on multiple priorities and/or projects simultaneously
  • The ability to complete training classes, personal study, and certification exams as assigned
  • Other duties as assigned

Preferred Qualifications

  • CompTIA A+/Network+
  • Experience with PSA and RMM tools like ConnectWise Manage and Automate