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IT Support Coordinator

2 months 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 package
  • Dental coverage
  • Health insurance options
  • Career advancement opportunities
  • Paid time off policy

Company Overview:
International Computer Sciences Inc. is a dynamic Managed Service Provider located in Annapolis, Maryland, serving the DC Metro area since 1987.

Position Summary:
The IT Support Coordinator will play a crucial role in overseeing daily IT operations at International Computer Sciences Inc. This position will focus on user assistance and asset management while contributing to the documentation processes within ConnectWise Manage.

Key Responsibilities:
  • Provide daily leadership and guidance to the helpdesk team
  • Oversee personnel acting as the initial point of contact for troubleshooting hardware, software, PC, printer, and network issues
  • Manage the assignment and tracking of helpdesk tickets
  • Monitor, report, and ensure compliance with Service Level Agreements (SLAs)
  • Offer administrative and technical guidance to the helpdesk team
  • Exhibit strong communication, leadership, and customer service abilities
  • Establish processes and operations for Service Delivery and Professional Services
  • Collaborate closely with other teams and clients to coordinate plans and activities
  • Analyze, assess, and resolve challenges in client service delivery
  • Oversee and review all service and support queues to prioritize tickets and manage escalations
  • Evaluate and enhance workflows in ticket management and staff dispatching as necessary
  • Regularly prepare and present service ticket reports to management
  • Minimum of 3 years of experience in a Helpdesk Team Lead role