Hybrid IT Project Scheduler bei Stratix Systems, Inc.

Description

 IT Project Scheduler

Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses. Stratix Systems has been in business for over 40 years and is headquartered in Wyomissing, PA with satellite offices located in Pennsylvania, Delaware, and New Jersey. Stratix Systems is looking for motivated individuals with a “service first” mindset to deliver an exceptional experience for our clients.

The IT Project Scheduler will provide excellent customer service by coordinating, triaging, scheduling, dispatching for a variety of projects for Stratix IT clients. The role will report full-time to Stratix Wyomissing office. The IT Project Scheduler should be willing and able to adapt to the client’s needs in a professional, courteous, and polite manner, self-driven, desire to help the company improve and keep growing.

Expectations for the IT Project Scheduler but not limited to the following:

• Provide exceptional internal and external customer service.
• Assist in managing IT projects by planning, scheduling, and monitoring project progress.
• Scheduling and monitoring of onboarding of new clients.
• Ensuring project build and check lists are checked to ensure total completion of check lists.
• Monitoring project progress, updating status on project tickets to technicians, sales, client success team, account management team, and management.
• Making outgoing and taking incoming calls, for appointments and installation confirmations.
• Coordinating technician schedules based on client projects, setting and following up on appointments for projects with clients and internal staff.
• Dispatching IT Tech’s for projects, and services needed.
• Reviewing projects for efficient and effective use of resources to ensure profitable project success, coming in under budget or on budget.
• Posting project plan schedule and monitoring schedule progress.
• Helping to plan out projects, anticipating each phase and action necessary for successful project completion.
• Tracking milestones and communicating the results to management.
• Reviewing project tickets, triaging as needed for efficient and effective project success.
• Daily time entry/recording and monitoring to ensure accurate billing for projects.
• Fill in as a project manager for smaller to medium projects as directed by management.
• Provide input on technician performance on projects for continual improvement.
• Follow the IT Best practice policies and procedures for effective and efficient execution.
• Cross train to support the IT Service Coordination team as needed for PTO.
• Cross train others to fill in when the Project Coordinator is out on PTO.

Complete additional duties as directed and assigned by management.

Requirements

 Requirements to Perform Role:

• Ability to be professional, courteous, and polite and stay cool, calm, and collected when dealing with clients, vendors, staff, and the public.
• Ability to understand technical details in an incident or request to appropriately route the ticket to the correct support level and set priority.
• Prior customer service experience, including, but not limited to, speaking with clients in a professional manner daily.
• Exceptional written and verbal communication skills to interact with clients and internal team members regarding incidents, requests and scheduling on-site visits.
• Capable of recording detailed information quickly and managing multiple calls, issues, and conversations throughout the day.
• Advance multitasking skillset to quickly triage multiple incidents and requests efficiently.
• Capable of identifying gaps in service delivery when dispatching tickets or on-site visits.
• Capable of working and engaging in a collaborative team environment.
• Willing and able to provide proactive support to prevent unnecessary reactive responses.
• Forward thinker, planner, well organized in thinking, planning, and communicating.
• Proactive attention to details to prevent things from following through the cracks.
• Proactive problem-solving skills to help stay ahead of the issues that could occur.
• Proactive communication skills to help drive desired results in a professional, courteous, and polite manner.

Additional Experience Helpful but Not Required:

• Prior technical troubleshooting experience
• Prior Manage Service Provider (MSP) experience
• College or Trade School Degree
• Experience using ConnectWise Manage or other ticketing software
• Experience using cloud PBX and software-based phone systems