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IT Help Desk Coordinator

Simplegrid Technology, Inc.

This is a Contract position in East Brunswick, NJ posted November 19, 2021.

We’re looking for incredible people to help us be incredible.

Our mission at Simplegrid Technology is to deliver the highest level of technology services within a framework of exceptional customer experiences. We believe in our employees, their goals and aspirations, their morals, and their culture. We look to reward those individuals with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking.

We are seeking a person to add to our growing service team. Your number one priority is to provide excellent customer service to our cherished clients. People don’t request help from us because they are having a great day; they’re asking because a key piece of technology isn’t working for them, and it’s frustrating. Your job is to keep them happy AND fix their technology problem at the same time.

How do I know if I’m a good fit for this job?

It’s pretty simple, really. Be nice. Be professional. Be friendly. Be smart. Be Driven – don’t stop until it’s fixed.

General Summary:

This is not a technical position; rather this position requires answering client calls, collecting information about issues they are experiencing and then dispatching the ticket to the service desk team.

The Service Desk Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Position Responsibilities:

  • Act as the single point of contact to the client for all types of service requests
  • Coordination of all IT support groups to ensure maximum utilization of billable resources.
  • Pre-process service requests as they arrive through email, manual entry, or direct client input.
  • Schedule internal and field technical resources on the ConnectWise dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction.
  • Fast turnaround of client requests
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase the productivity of IT support resources.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets into ConnectWise.

Knowledge, Skills, and Abilities:

  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: the ability to match resources to technical issues appropriately.
  • 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.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

Pay: Base + Bonuses at 10% of the bonuses paid to the engineering team

Promotion:

  • Strong positive client feedback
  • Strong positive engineer feedback
  • Actively recruits other high-quality engineers
  • High utilization of engineering team’s time

Simplegrid Technology

Why Work Here?

Technology company in fast growth mode. Be part of a winning team doing amazing things.

Simplegrid Technology provides outsourced IT services to businesses with 20 to 500 employees. Our clients often hire us because they have outgrown their “mom and pop” IT provider, and are looking for an organization with solid processes, solid systems and an even more solid staff behind them. We have been in business since 2010 and are recognized as one of the best MSP’s in the world. With solid partnerships, excellent leadership and a fantastic culture, Simplegrid Technology is unstoppable. Come be a part of it.

Job Type: Full-time

Benefits:

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

Schedule:

  • 8 hour shift

Supplemental Pay:

  • Bonus pay

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer service: 1 year (Preferred)

Work Location: One location