IT Support Coordinator

2 weeks ago


Annapolis, Maryland, United States International Computer Sciences Inc Full time
Job OverviewBenefits:
  • 401(k) plan
  • 401(k) matching program
  • Performance-based bonuses
  • Company vehicle
  • Competitive salary structure
  • Dental coverage
  • Health insurance options
  • Opportunities for career advancement
  • Paid time off policy

Company Overview:
International Computer Sciences Inc. is a leading Managed Service Provider (MSP) that has been delivering exceptional IT services in the DC Metro area since 1987.

Position Summary:
The IT Support Coordinator will play a crucial role in overseeing daily IT operations. This position will focus on user assistance and asset oversight, while also contributing to documentation processes within the management system.

Key Responsibilities:
  • Provide daily leadership and guidance to the support team
  • Oversee personnel who act as the initial point of contact for resolving hardware, software, PC, printer, and network issues
  • Manage the assignment and tracking of support tickets
  • Monitor, report, and ensure compliance with service level agreements (SLAs)
  • Offer administrative and technical support to the helpdesk team
  • Demonstrate strong communication, leadership, and customer service abilities
  • Collaborate with other departments and clients to coordinate activities and plans
  • Analyze and address client service delivery challenges
  • Supervise and evaluate all service and support queues to prioritize tickets and manage escalations
  • Review and enhance workflows in ticket management and staff dispatching as necessary
Additional Qualifications:
  • Fluent in English (both spoken and written)
  • Active listener with exceptional communication skills
  • Ability to prioritize inquiries based on urgency and significance
  • Creative and analytical thinking capabilities
  • Excellent organizational and multitasking skills
  • Sound judgment and critical thinking abilities
  • Capacity to perform well under pressure
  • Assess situations and prioritize communications effectively
  • Coordinate schedules efficiently
Experience Requirements:
  • At least 3 years of experience in a Helpdesk Team Lead role
  • Strong written, verbal, and presentation skills
  • Communicative, sociable, assertive, and enthusiastic demeanor
  • Proven problem-solving skills


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