User Support Coordinator

Job Summary

The primary responsibilities for this position are to provide technology help desk support. This position resolves incidents in a timely manner, contributes to departmental projects and provides an efficient channel of communication between our client user community and IT support.

Representative Responsibilities

• Perform level 1 support of incidents reported on our business systems.  This includes but is not limited to identification and diagnosis of problem to hand off to Level-2 support and update business with solution.
• Analyze and identify system and process incidents to reduce the reoccurrence of incidents.
• Work with the incident management team to restore normal service quickly to all system interruptions and reduce any adverse impact on our business.
• Collaborate with level-2 support to communicate all known errors, understand all workarounds, search for solutions in our knowledge database and update all necessary tools.
• Creates/updates customer focused and team focused documentation.
• Prepares and conducts IT New Hire Orientation.
• Follows and upholds all policies and procedures to ensure compliance.
• Contributes to initiatives to improve and enhance the end user experience.

Required Education

• High School Diploma or equivalent required.
• Bachelor’s degree in computer science or related field and/or equivalent years of related experience preferred.
• Professional certifications (HDI certifications, Microsoft Certifications) preferred.

Required Skills & Experience

• Excellent written and oral communication skills, outstanding organizational skills.
• The ability to work independently as well as with our team
• Reliable, on time, personable and customer-focused.
• Poise and patience during phone/IM/email based tech support and onsite visits.
• Energetic, able to switch gears quickly from job-to-job/task-to-task.
• Solid writing skills to document work completed and create/maintain IT documentation for end users.
• Desire to learn; independently and on the job.
• 1 year of technical support experience or customer support experience 
• Proven understanding of Microsoft tools (Word, Excel, Access, Outlook, Office 365, etc.)
• Mac experience is a plus.
• Familiarity with supporting iPhone/Android phones.