Looking to join an incredible team in St. Charles, Missouri that make a real impact by providing creative, resourceful solutions to challenging problems every day? Come join a team where you can learn continually, gain knowledge, certifications, and grow your IT skill set in an environment based upon continual improvement and growth. We are looking for resourceful, intentional, competent, detail oriented, and customer-focused entry-level IT technicians to join our growing team as a service coordinator.

Full-Time Onsite position

Our IT Managed Services Provider (MSP) focuses on being the outsourced technology services for our customers through Technology Infrastructure Management, Help Desk Support, Security, IT Projects and Strategy. We're a growing firm located in St. Charles, Misosuri.

Overall responsibility:

The MSP Service Coordinator is responsible for day-to-day ticket dispatch and coordination. The Service Coordinator is responsible for properly setting up tickets from their inception to completion. This role requires sense of urgency, organization, multitasking, and attention to detail. This includes setting up contacts in the PSA tool, assigning ticket types, subtypes, assigning primary and secondary technician, scheduling and coordination of the technicians with the customer, etc. The Service Coordinator is responsible for the proper documentation and lifecycle of service tickets from begining to end. Lastly, the Service Coordinator would be the administrative assistant to the Service Manager and/or the Operations Manager.

Primary Duties and Responsibilities:

• Review all support tickets daily to ensure proper updates and scheduling.
• Setup tickets properly by ensuring contacts, types, subtypes, resource, etc. are correct.
• Manage and assign potential problems or outage tickets in a timely manner.
• Review all statuses of tickets, schedule all engineers' tickets for timely resolution, and verify all tickets are updated with standard notes.
• Keep track of engineer availability for escalation tickets
• Run reporting on the following:

Open Ticket Count Per Tech

Overdue Tickets Per Tech

Estimated/Actual Hours worked per Tech weekly.

All Service Calls for the day

Resolution time per ticket type

Utilization percent by Resource

• Assist with multiple tasks including scheduling, running reports, and assisting with follow-ups
• Ensure all time entries are put in by the technicians daily and confirm daily timesheets

Secondary Role Responsibilities:

• Training, learning, and development of interested skills within role
• Scheduling meetings and running point on daily huddles
• Troubleshooting tickets if time permits
• Documentation on new processes or procedures
• Training new staff on utilizing the PSA

Qualifications:

• 2 years customer service experience required
• 1 year MSP experience preferred
• Microsoft Office experience
• Windows desktop troubleshooting experience
• Connectwise Manage Ticket system experience preferred

Skills:

• Must be highly organized
• Must have a sense of urgency
• Detailed-oriented
• Ability to work in a fast-paced environment
• Possess excellent interpersonal and customer service skills
• Strong written and verbal communication skills
• Must be able to manage time effectively
• Ability to coordinate schedules

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Benefits:

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

Experience:

• Managed Services: 1 year (Preferred)
• Schedule management: 1 year (Preferred)
• Dispatching: 1 year (Preferred)

Location:

• Saint Peters, MO 63376 (Preferred)

Ability to Commute:

• Saint Peters, MO 63376 (Required)

Ability to Relocate:

• Saint Peters, MO 63376: Relocate before starting work (Required)

Work Location: In person