Job description

The Help Desk Coordinator is responsible for assisting with various managed IT support functions. This is the basic level of customer support and providing dispatch assistants for the MNS department. The Help Desk Coordinator is a generalist with some understanding of the hardware, software and systems.

Responsibilities

• Manage inbound and outbound calls in a timely manner
• Creating support tickets within our ticketing system
• Update existing client information
• Follow up on customer calls when necessary
• Route calls to appropriate resource
• Identify and escalate priority issues
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Working with Team Leads to assign support tickets to engineers
• Resolve low level customer issues
• Dispatching engineers on site for support related issues
• Contacting clients for on-site work prior to dispatching techs
• Ensure that the response of help desk ticket items occurs, that it is timely, and that all tasks are tracked and allocated properly if needed
• Work directly with Help Desk Team Leads for addressing tickets and their priorities
• Facilitate continuous improvement within the environment to better customer experience
• Leverage multiple communication channels with fellow IT departments and Sales to expedite information flow and to maximize ticket resolution as well as successful installations

Requirements

• 2 to 3 years of customer service
• At least one-year experience as IT technician
• Knowledge of technology systems and their use

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Phoenix, AZ 85008: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT: 1 year (Preferred)

Work Location: One location

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