Hybrid IT Help Desk - Service Coordinator chez Century Business Products Inc.

Description

Catalyst IT, LLC is a local IT Managed Service Provider, who has been providing IT services and support of the greater Siouxland and surrounding areas for over 30 years. We provide world-class technology support to businesses that helps them increase and improve security, productivity, and profitability. Our holistic approach to IT service means we are the single source for all things IT, and work in partnership with the customers as their trusted advisors.

We are excited to announce that we are looking for a Service Coordinator to join our team of IT professionals. As a Service Coordinator, you will be responsible for managing the workflow of service requests, dispatching technicians, and ensuring customer satisfaction. You will also oversee the performance of the service desk, monitor service level agreements, and provide reports and feedback to management.

Compensation, Benefits & Perks

• Base Pay: $40,000 - $45,000/ year DOE
• Consistent Monday-Friday, 8a-5p schedule with occasional on-call
• Medical, Dental, & Vision Insurance Options
• 401K with Company Match
• 9 Paid Holidays plus 2 weeks of PTO upon hire
• Opportunities for Continued Education
• Support of a Well Established & Trusted Company

Job Tasks

• Receive, prioritize, and assign service requests from customers and internal staff.
• Coordinate the dispatch of technicians to customer sites, ensuring timely and efficient service delivery.
• Communicate with customers and technicians throughout the service process, providing updates, follow-ups, and resolutions.
• Manage the service desk, ensuring that tickets are closed, updated, and escalated as needed.
• Monitor and report on service level agreements, key performance indicators, and customer feedback.
• Identify and implement service improvements, best practices, and procedures.
• Provide training and support to service desk staff and technicians.

Desired Traits

• 2+ years of experience in IT service coordination, dispatching, or service desk management.
• Strong ability to work under pressure, multitask, and prioritize effectively.
• Strong knowledge of IT service management principles and practices and experience working with ticket management and remote monitoring and management tools.
• Strong collaboration skills and the ability to work closely with team members on projects, problem-solving, and day-to-day operations.
• Self-motivated and able to operate independently, while balancing multiple projects, priorities, and meeting client deadlines.
• Strong written and verbal communication skills, and the ability to interact, instruct, and support end-users with varying levels of technical experience.
• Certification in ITIL, CompTIA, or similar is a plus.

Training

On-going professional training (in-house, webinars, and applicable off-site 3rd party training/technology conferences) will be provided by Catalyst IT. Catalyst IT does request you take initiative to source opportunities for self-directed training through reading, research, webinars, and any other applicable media.

Requirements

Requirements

• Pre-Employment Background Check
• Active Drivers License with auto insurance coverage or the ability to obtain insurance coverage
• Areas of knowledge should include computer technical support, Microsoft workstation environments including Windows 7, 8, 10 and Office applications, Microsoft server environments (Active Directory, Terminal Services), Cloud experience – Office 365, Email – Office 365, Google, Email server environments, Networking (including routers, firewalls, VPNs, wireless), Anti-virus, Anti-SPAM and Anti-Spyware, Backup Solutions, Virtual Machine environments (VMWare)