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IT Support Coordinator

2 months ago

Portland, Oregon, United States Pacific Office Automation Full time
Job Overview

Pacific Office Automation stands as the largest independently-operated document imaging and technology dealer in the United States. Since our inception in 1976, we have expanded to over thirty branches across ten western states, including OR, WA, CA, AZ, NM, NV, UT, ID, CO, and TX. With more than four decades of experience in office equipment and technology sales and service, our growth and esteemed reputation have allowed us to cultivate strong partnerships with leading manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many others.

At Pacific Office Automation, you will discover a dynamic technology firm rich in growth opportunities, comprehensive benefits, and dedicated colleagues who are committed to your success. We prioritize being a long-term employer, which involves equipping our employees with the necessary training and certifications to navigate the rapidly evolving landscape of office machinery, devices, and software. We believe in fostering an inclusive environment where every voice is valued, regardless of position or tenure.

Position Summary

We are currently in search of an IT Support Coordinator who possesses exceptional customer service skills and administrative expertise.

Key Responsibilities
  • Respond to incoming support inquiries.
  • Generate support tickets on behalf of clients.
  • Identify and escalate issues to the Helpdesk team.
  • Document all call details in accordance with standard operating procedures.
  • Utilize basic computer applications effectively.
  • Engage with customers, technicians, and sales representatives.
  • Organize service appointments.
  • Achieve monthly service objectives.
  • Recognize, document, and inform management of trends in customer inquiries.
  • Direct calls to the appropriate resources.
Qualifications
  • Excellent phone and verbal communication skills coupled with active listening.
  • Demonstrated ability to manage multiple tasks in a fast-paced environment while ensuring accuracy.
  • Capability to handle stressful situations with composure.
  • High attention to detail and strong organizational abilities.
  • Proficient in computer usage and customer service.
  • Strong written and verbal communication skills are essential.
  • Familiarity with Microsoft Word and Excel is required.
  • Bi-lingual candidates are encouraged to apply.
Experience Requirements
  • 1-2 years of prior dispatch experience and/or call center experience in IT customer support.
  • Experience with IT Ticketing Support systems is preferred.
  • Familiarity with Unified Communications for business solutions (Call Handling) is advantageous.
Benefits
  • Comprehensive Medical/Dental/Vision/Life insurance plans.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA) programs.
  • 401K with a competitive company match.
  • Paid Time Off (PTO), vacation, and sick leave.
Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender identity or expression, age, religion, veteran status, or any other characteristic protected by law. We celebrate the diversity of our employees, recognizing that it strengthens our organization.