Job: IT Task Service Coordinator

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Posted: 11/27/2017

Job Status: Full Time

Job Description

Essential Job Duties:

  • Responds to and performs troubleshooting of IT tasks in IT task queue.
  • Creates and tracks help tickets for all IT service calls.
  • Identifies and escalates situations requiring urgent attention.
  • Tracks and routes problems and requests.
  • Debriefs IT personnel on tasks completed or updated.
  • Maintains on-call IT schedule.
  • Updates customers of task delay or priority changes throughout the day or as needed.
  • Coordinates all IT and Telephony support groups to ensure maximum utilization of billable resources.
  • Communicates with customers as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Follows up on completed service requests with clients to ensure successful resolution.
  • Creates service request tickets into ConnectWise database.
  • Escalates service requests that cannot be scheduled within agreed service levels.

 Required Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • At least two years of experience demonstrating administrative skills and customer service practices.
  • Related experience and training in troubleshooting and providing help desk support preferred.
  • Any combination of education and/or experience that provides the necessary skills and sensitivity 

Required Language Skills:

  • Ability to comprehend and compose instructions, correspondence and communications in English in both oral and written format.
  • Ability to effectively present information in one-on-one and small group situations to patients, internal providers and staff and other agency staff working in cooperation with the organization.
  • Ability to communicate technical information to non-technical personnel.

 Physical Requirements:

  • Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
  • Ability to continuously remain in a stationary position.
  • Ability to occasionally move about inside the work place to access files, office machinery, etc.
  • Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
  • Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
  • Ability to discern the nature of sounds at a normal spoken volume.

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