Technical Operations Coordinator

Blue Tower Technical Inchas provided a complete range of IT support, backup solutions, and web services to organizations across every major industry since 2001. Our experienced staff is here to quickly help with all your hardware and software needs, from a few PC’s to a large domain, and from secure off-site backups to premise wiring, all at a rate more affordable than our competitors.

Wehave scheduled maintenance programs to fit any budget and keep avast inventory of emergency parts on hand for speedy repairs.

The ideal candidate is highly focused, personable, comfortable in a fast-paced environment, able to exercise independent judgment, and has outstanding listening and critical thinking abilities. This is a full time position.

The Technical Operations Coordinator focuses on customer service and coordination for clients and colleagues – the primary link between clients and technical support resources. The candidate will be responsible for coordinating and scheduling all IT requests from many different sources including but not limited to phone, email, website request, help desk tickets, and more.

The Technical Operations Coordinator:

Coordinates Technical Services, performing dispatch duties and delegating any necessary work.

Directs all incoming calls from clients and vendors to the most relevant colleague.

Asks relevant, insightful questions of clients to determine nature of their issue and enters thorough notes, such that technical resources are set up for success.

Monitors and maintains all open service orders - in-house, onsite, and others. Follows up with employees and customers as necessary.

Advances tasks toward resolution by reviewing open cases in our ticketing system.

Coordinates the schedules of technical resources with consideration to client service level agreements, travel time, and complexity of the task.

Collaborates with technical resources to determine best way to resolve issues.

Manages client expectations with regards to estimated costs, time, and implications of work (such as downtime).

Tracks and monitors inventory and assets. Ensures technical resources have any required equipment and that help desk tickets are updated with proper billing information.

Performs administrative tech support tasks when needed, such as password resets, baseline new workstation configs, email troubleshooting and more. Ongoing training will be provided to expand these skill sets.

Minimum of 1 year in an equivalent role.
Experience working with a high volume of small tasks.

Experience with ticketing or time management software.
Ability to receive information from a variety of sources, process it and retain key concepts and details
Ability to write and speak clearly, concisely, and effectively.
Ability to remain organized, self-directed, analytical, and focused in a constantly changing environment.
Ability to identify pain-points and improve processes.
Ability to learn new software.
Ability to type at least 60 words per minute.
Competency with Microsoft Office products.
Skilled in problem solving, decision-making, planning, and good judgment.
Proactive collaborator in a team environment.

All your information will be kept confidential according to EEO guidelines.