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IT Support Coordinator

2 months ago

Madison, United States Oxford Global Resources Full time

POSITION SUMMARY

The IT Support Coordinator is responsible for providing exceptional Tier 1 end-user support to employees and/or consultants company-wide on computers, peripherals, phones, the core business systems, MS Office applications, and other software needs related to technical support. The IT Support Coordinator’s main objective is to maintain a high level of customer satisfaction, provide technical support, and focus on problem-resolution for issues reported by local and remote internal users, departments within the company and outside contractors as well as our temporary professionals. This position requires extensive phone work, problem resolution skills and ability to remain calm under pressure.


The IT Support Coordinator will research, analyze, and diagnose problems with client systems including desktop/laptop hardware and software, peripheral equipment, printers. This position will solve problems using documented processes or best practices. Good documentation/communication is required (e.g. e-mails, process improvements).


RESPONSIBILITIES

  • Demonstrate service excellence in end-user support by performing Tier 1 support via telephone, in-person, and through remote tools
  • Research questions using available information resources
  • Follow standard IT support procedures
  • Log all support incidents via ticking system
  • Track requests and document resolutions as well as escalate urgent situations
  • Stay current on system information, changes and updates
  • Install, configure, and maintain workstation operating systems
  • Evaluate new hardware and software technologies
  • Provide basic telephony support (desk phone & mobile)
  • Enter and/or correct data in multiple systems with care and accuracy
  • Maintain knowledge of Company and industry projects, services and trends affecting team activities including technology advances and compliance/regulatory trends.
  • Other duties as assigned


QUALIFICATIONS

  • High School diploma or equivalent (2+ years of relevant experience)
  • Previous customer service experience required
  • Excellent verbal and written communications skills
  • Creative, outgoing, energetic person with a demonstrable track record of exceeding goals
  • Ability to multitask in a fast paced environment
  • Solid analytical and problem solving skills
  • Proven knowledge of MS Office products
  • Creative, flexible, professional with “can do” attitude
  • Ability to multitask in a fast paced environment



Supervision Exercised: none

Supervision Received: IT Technical Service Manager