Technical Services Coordinator en Hyopsys

Description

Job Summary:

The Technical Services Coordinator is a critical frontline operations role responsible for coordinating service desk activities, managing hardware provisioning, and supporting IT response functions across the organization. This position acts as the hub for intake, triage, dispatch, and coordination of support tickets while also ensuring accurate inventory and asset management. The ideal candidate is highly organized, service-oriented, and technically capable of handling basic device-level tasks and diagnostics.

Supervisory Responsibilities

· None.

Endpoint Duties & Responsibilities:

· Serves as a ticket coordinator, ensuring timely intake, categorization, and assignment of incoming support requests.

· Monitors and triages ticket flow to ensure SLA compliance and proper technician routing.

· Provides phone intake support for end-users and clients, capturing issue details and routing efficiently.

· Acts as the field service dispatcher, coordinating on-site technician visits, scheduling, and travel logistics.

· Serves as a KHD Observer, identifying patterns, missed escalations, and opportunities for process improvement.

· Responds to daytime NOC alerts and assist in the initial troubleshooting or escalation of infrastructure-related incidents.

· Provides backup response for SOC alerts, assisting with documentation or first-level triage where needed.

· Coordinates device provisioning, replacements, or deployments—ensuring proper configuration and readiness.

· Maintains accurate asset tracking and ensures updates to inventory records.

· Monitors and manages stock inventory, initiating restock or procurement requests as needed.

· Performs basic device repairs (break/fix), including opening hardware cases and replacing components as needed.

· Conducts HDD burns and diagnostics to ensure drive reliability before deployment.

· Supports Mac OS devices and assist in tasks such as disk cleanup, updates, and prep for re-use or reassignment.

· 20% Travel to client sites

· Performs other duties as assigned. 

Product Ownership and System Maintenance

· Primary owner and responsible party for the assigned toolsets/platforms/vendors and their outcomes.

· Expected to make system adjustments, recommendations, and improvements.

· Create recurring maintenance procedure and effectively execute.

· Expected to be knowledgeable on related topics/systems to complete projects, onboardings, support escalations.

· Ability to estimate subject area labor, software, licensing, and hardware costs.

Time Commitments & On-Call Expectations:

· Full-Time Role – Regular business hours with flexibility as required by project or incident response needs.

· On-Call Rotation – Participate in Tier 1 NOC and Tier 2 SOC escalation rotation every 2–3 months for a 2-week period.

· Tier 3 On-Call – Always available 24x7 for your designated area of responsibility. If Tier 2 (Tech Management) cannot resolve an issue, you are expected to respond to Tier 3 on-call inquiries within 2–4 hours.

Requirements

Required Skills & Abilities: 

· Familiarity with ticketing systems and remote support tools.

· Basic understanding of computer hardware, imaging, and provisioning processes.

· Strong problem-solving skills and the ability to think critically in complex situations.

· Excellent organizational skills with attention to detail.

· Strong troubleshooting skills and ability to handle escalated technical issues.

· Excellent documentation, communication, and time-management skills.

· Comfortable working with both Windows and Mac OS environments.

Education & Experience:

· High school diploma or equivalent required.

· Associate degree or technical certification (CompTIA A+, ITIL, etc.) preferred.

· 1–2 years of experience in a technical support, IT coordination, or service desk role.

· Previous working knowledge of NOC or SOC environments.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Occasionally, equipment may need to be lifted or moved up to 25 lbs.