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Technical Support Coordinator

2 months ago

Baltimore, Maryland, United States Integris Full time
Job Overview

Salary Range: $35,000-$45,700

Are you prepared to create a significant impact? Join Integris, where integrity aligns with innovation. Become part of a team that is transforming IT services by prioritizing a "People First" approach.


Integris stands as a premier IT solutions provider, delivering high-quality services that clients appreciate. Our team of seasoned local professionals offers top-tier solutions, including dedicated vCIOs, specialized security and compliance advisory services, and round-the-clock support. As we swiftly grow nationwide, both organically and through collaborations with aligned managed IT service providers (MSPs), we remain dedicated to finding the best talent to play a vital role in revolutionizing IT services for our clients.

Position Summary

The Service Coordinator (SC) acts as a bridge between our clients and our technical teams, ensuring exceptional customer service at all times. The SC employs effective time management skills to efficiently assign tickets as they arrive in the service boards, utilizes strong communication skills to gather essential information for ticket creation, and applies robust organizational skills to oversee and ensure timely ticket assignment and management.


Key Responsibilities

  • Manage incoming calls and data entry to generate tickets.
  • Use probing questions to extract information from clients and accurately document details within the ticketing system.
  • Oversee and manage service boards.
  • Assess and route requests to the appropriate team as required within specified timeframes.
  • Prioritize and allocate all tickets as they come into the service boards.
  • Investigate and collect information to create tickets.
  • Continuously work to ensure tickets are updated and resolved as swiftly as possible.
  • Meet or surpass service objectives set for the department, such as SLO responses/resolutions, CSAT responses, and ticket closures.
  • Answer calls with a positive and enthusiastic demeanor.
  • Collaborate and assist fellow teams and team members as necessary.


Qualifications

Education/Certification Requirements:

  • High School Diploma/GED or equivalent.
  • Successful completion of Dispatcher training within 3 months of employment is mandatory.

Experience Requirements:

  • 1-2 years of experience in customer service or IT support.
  • Proficient in Microsoft Windows and Microsoft Office Suite.
  • Experience with ConnectWise Manage is preferred.
  • Ability to maintain a positive company image to clients, even in challenging situations.
  • Ability to collaborate effectively with a team to deliver the best client experience possible.


At Integris, we value our team members and provide comprehensive benefits, including:

  • Medical, Dental, and Vision Insurance
  • 401K Retirement Plan
  • A minimum of 4 Weeks of Paid Time Off (PTO)
  • Birthday PTO
  • Paid Holidays
  • Paid Time Off for Volunteering
  • Short-Term and Long-Term Disability Insurance
  • Life Insurance
  • Supplemental Insurance
  • Employee Assistance Program


Join us in shaping the future of IT services while positively impacting our clients and communities.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.