IT Support Coordinator

Our client in Chico, CA is looking for hardworking, motivated talent to join their team.Don't wait apply today!

Job Title -IT Support Coordinator

Job type: Direct Full-time Hire / Permanent Placement

Company: Ubeo West, LLC - UBEO has most of the major manufacturers in imaging space. UBEO carries Canon, Ricoh, Xerox, Konica Minolta, Lexmark, Kyocera and HP. Almost all these manufacturers will carry products that support each segment of the market.

Experience Level: Around 3-5 years of experience in IT helpdesk support

Location: 3131 Esplanade Chico CA 95973 - (On-site)

Schedule: Monday - Friday (40 hours/week) PST work hours

Salary Range: $49,920.00 - $64,000.00

Job ID: 209002

Number of Open Positions: 1

Reports to: Solutions Manager

C2C: No C2C/Corp-to-Corp

Job Description

Job Title: IT Support Coordinator
Branch: Chico, CA
Reports to: Solutions Manager

The Helpdesk Dispatch Lead is our key point person for client support. This person will Supervise the dispatch team, which are responsible processing internal company, and external client support requests, to include technical resource scheduling.

Essential duties and responsibilities include but are not limited to the following:

• Act as a point of contact for IT related support requests


• Coordination with warehouses for technician scheduling for MFP installations


• Coordination of our IT support schedules to ensure maximum utilization of tech resources


• Triage IT requests as they arrive through email, manual entry, or customer phone call


• Schedule technical resources on our dispatch portal based on skillset


• Monitor technician schedules and adjust based on demand


• Communication with customers as required: keeping them informed of ticket progress, notifying them of impending changes or delays with ticket completion
  
  Additional Duties and Responsibilities:


• Improve customer service, perception, and satisfaction


• De-escalate upset customers, and manage difficult situations


• Fast turnaround of customer support requests


• Ability to work in a team and communicate effectively


• Improve usage and increase productivity of IT support resources


• Escalate service requests that cannot be scheduled within agreed service levels


• Monitor the Helpdesk board, to ensure tickets are assigned.

Knowledge, Skills, and/or Abilities Required:

• Fast/efficient typing skills to ensure quick and accurate entry of service request details


• Proper email and phone etiquette is mandatory


• Effective listening skills, and note taking


• Ability to multi-task and adapt to changes quickly


• Technical awareness: ability to match resources to technical issues appropriately


• Computer and operating system knowledge


• Basic office suite knowledge, to include Outlook, Word and Excel experience


• Ability to document, and/or create SOPs for best practices


• Service awareness of all organization's key IT services for which support is being provided


• Understanding of support tools, techniques, and how technology is used to provide IT services


• Self-motivated with the ability to work in a fastmoving environment Behavior requirement: 100% of the time-civility, cooperation, and professional behavior.

Qualifications:

• 3-5 Years as a Lead or Supervisory role


• A valid driver's license and good driving record is a must


• Excellent customer service skills


• Strong analytical and trouble-shooting skills


• Must be a self-starter


• Must be capable of working independently


• Ability to handle high stressful situations and thrive under pressure


• Impeccable Integrity and honesty


• Ability to take constructive feedback from Management, or Peers


• Willingness to learn new processes/practices, apply them and train others Why should you choose?
  
  
  
  
  
  • Medical, Dental, Vision, 401k
  
  
  
  Are you Interested?
  
  Share this job with friends and family and earn dollars with every successful hire.