What are the responsibilities and job description for the IT Services Coordinator position at Direct Customer Solutions LLC?
Description
IT Services Coordinator
Direct Customer Solutions, LLC
Classification
Exempt
Reports to
IT Services Manager
JOB DESCRIPTION
Summary/Objective
This is a full-time position that provides coordination for support of end-user technology. This position administers endpoint computing devices, resolves technical issues, and collaborates with other areas in and out of IT to resolve more complex problems. The IT Services Coordinator leads Service Desk Technicians and provides support for daily operations.
Requirements
Essential Duties, Responsibilities, and Key Results Area:
- Provide instruction to the service desk technician team as determined by management.
- Oversee daily operations of IT Ticketing System to resolve requests, incidents, and problems.
- Facilitate technical troubleshooting? hardware repairs and training as needed.
- Maintain inventory of company-owned devices and software.
- Coordinate software upgrade schedules.
- Develop work schedules for service desk technicians and monitor workforce attendance.
- Enforce Standard Operating Procedures and train employees in the proper use of technology.
- Assist in the installation and configuration of software and hardware including printers, scanners, desktops, laptops, cell phones, etc.
- Provide technical support and customer service directly to end users through the use of a ticketing system, telephone, electronic communication, and remote screen sharing.
- Follow up with customers, provide feedback and see problems through to resolution.\
- Ensure proper recording, documentation and closure of IT Tickets.
- Research and resolve end user and production equipment hardware and software problems, utilizing other IT staff and outside vendors as needed.
- Responsible for on-going workstation setups, which includes various OS installs and configurations, setting up user profiles according to company standards, and phone and printer deployments.
- Hands-on troubleshooting of issues pertaining to enterprise software and integrations.
- Assist with system and user testing of various enterprise software.
- Develops relevant metrics and publishes the performance of the services provided and enables continuous improvement in collaboration with peer groups.
- Understanding of end-user peripherals, devices, software, and associated technology used to support users.
- May provide centralized services including but not limited to: Antivirus, Updates and Security Patches, Printer configurations/setup, Email and User Account management, Request Fulfillment, End-user setup/training.
- Understanding of network connectivity.
- Proficient communication of technical subject matter via verbal and written methods.
- Installation of operating system upgrades and patches in test and production environments.
- Able to function in an on-call capacity during and after regular business hours.
- Able to work at height:
- From a ladder
- Operate and work from construction lift (ex. scissor or boom lift).
- Functional knowledge of basic hand tools.
- Must be able to differentiate the colors of a standard 4-pair UTP cable without assistance.
Competencies
- Leadership
- Business Acumen.
- Communication Proficiency.
- Customer/Client Focus.
- Presentation Skills.
- Problem Solving/Analysis.
- Results Driven.
- Strategic Thinking.
- Technical Capacity.
Supervisory Responsibility
This position will supervise Service Desk Technicians.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift equipment and supplies up to 50 pounds.
Position Type and Expected Hours of Work
This is a full-time position, and hours of work and days are generally Monday through Friday, during day shift hours. Business meetings and customer activities may require work be conducted after hours or on weekends.
Travel
This position requires minimal travel.
Required Education and Experience
- 4-year Degree in a technical discipline, or equivalent experience.
- Customer service experience.
- Understanding of Windows client and server architectures.
- Minimum one years of experience in a supervisory role for technical resources.
- Ability to lift equipment weighing up to 50 lbs.
- Ability to simultaneously manage and organize several projects and regular duties.
- Excellent oral and written communications skills.
- Ability to work independently and be a “self-starter”.
Additional Eligibility Qualifications
None for this position.
Work Authorization
Must be able to work in the United States without sponsorship.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
DCS is an Equal Opportunity Employer and we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.
