IT Coordinator

4 weeks ago

Houston, Texas, United States Star of Hope Full time
Job Summary:

The IT Coordinator plays a vital role in supporting the IT department by coordinating the processing of incidents and service requests in the Help Desk tracking system. This position requires excellent organizational skills, great customer service skills, and a self-starter mentality. The ideal candidate will be able to work respectfully, professionally, and in a Christ-like manner with everyone, maintaining required client/staff boundaries and possessing a willingness to serve the Lord in a ministry that deals with homeless men, women, and children.

Key Responsibilities:
  • Coordinate the processing of incidents and service requests in the Help Desk tracking system.
  • Manage inbound calls, emails, and automated requests to ensure that all incident tickets are entered, prioritized, and assigned within the Help Desk tracking system.
  • Review and follow up with all incident tickets that are incomplete to make fulfillment more efficient.
  • Review incidents by status and service level to ensure that the customer has realistic expectations, and that progress is communicated to the customer.
  • Follow up on incident ticket closures to ensure the customer's needs were met or that they understand the order and timing of the completion of the incident request.
  • Run reports out of the incident tracking system on a routine basis.
  • Provide project support by taking notes in project meetings and managing project documentation.
  • Ensure all invoices and bills are turned into Finance with the proper paperwork and signatures.
  • Ensure the IT staff timesheets are accurate and on time.
Requirements:
  • Education: 3 years related work experience or a Bachelor's degree in Business Administration is preferred.
  • Excellent skills in MS Office 365, MS Teams, and MS SharePoint.
  • Good organizational skills, great customer service skills, and a self-starter mentality.
  • Ability to work respectfully, professionally, and in a Christ-like manner with everyone.
  • Ability to maintain required client/staff boundaries and possess a willingness to serve the Lord in a ministry that deals with homeless men, women, and children.
Work Environment:

The IT Coordinator will work in a normal business hours, office environment, with occasional weekend or evening events. Occasional visits to program sites may be required. Work schedule may be subject to change to meet the business needs of the mission. Participation in ministry activities is encouraged. Professional dress is required, unless working on a project requiring casual attire.

Physical and Mental Requirements:
  • Ability to work while standing or sitting for long periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand, and power tools.
  • Able to handle other computer components.
  • Ability to communicate and work cooperatively with employees, managers, and organizations that interact with Star of Hope.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Effective interpersonal skills and relationship-building skills.
  • Strong written and oral communication skills as well as self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to present ideas in user-friendly language.
  • Understand the organization's goals and objectives.
  • Strong analytical and problem-solving abilities, with keen attention to detail.
  • Experience working in a team-oriented, collaborative environment with strong customer-service orientation.

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