IT Service Coordinator Job in Berkshire County, MA

Salary: $24/hr - $29/hr plus benefits: Direct Placement

Schedule: Mon-Fri: 8a-5p

Our client is seeking a motivated and experienced IT Service Coordinator who is passionate about helping organizations thrive in their use of technology and are ready to join a team of high-performing IT professionals.

Qualifications:

The qualified applicant should have the ability to manage multiple tasks, in a fast-paced environment, while interacting professionally with clients and team members. The IT Service Coordinator is the first point of contact for client service requests and is vitally important in ensuring that issues are addressed in a timely manner by the right resources. Coordination of schedules, prioritization of tasks, clear and timely client and internal communication, and constant monitoring of KPIs are critical components of the role. Successful Service Coordinators are process-oriented and thrive on teamwork. You will work as part of a team based in Pittsfield, MA providing services to clients throughout the northeast.

Responsibilities

• Act as the primary client point of contact for IT support requests
• Field incoming phone calls and e-mail requests
• Perform initial service request triage and assign priorities
• Scheduling of both remote and on-site client service
• Continuous monitoring of service boards and views to manage compliance with service desk process
• Coordination of all IT support teams to ensure maximum utilization of resources
• Resolving scheduling conflicts and other customer service issues
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Requirements

• Minimum 3 years customer service or support related experience
• Excellent verbal and written communication skills including active listening, and client-care skills
• Ability to work under pressure and multi-task
• Process-driven with a strong desire to manage KPIs toward targets
• Dispatching experience preferred
• Ability to interact effectively and professionally, provide exceptional service, internally and externally at all times
• Strong computer systems knowledge including experience with core database systems and 365
• Positive attitude and desire to be part of a winning team

Benefits

• Healthcare and Dental coverage
• 401k with company match
• Flexible spending account
• Short and long-term disability coverage
• Flexible paid time off with all major holidays observed
• Profit sharing plan
• Fun and collaborative work environment
• Fully stocked kitchen with coffee, drinks, and snacks
• Benefits package including profit sharing, 401k, health, life, disability, and dental insurance