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Hyopsys · 2 months ago

Technical Services Coordinator

Erdenheim,PA,US

Full-time

Onsite

Entry Level

1+ years exp

Hyopsys is seeking a Technical Services Coordinator who will play a critical role in coordinating service desk activities and supporting IT response functions. The position involves managing support tickets, hardware provisioning, and ensuring accurate inventory and asset management while providing excellent service to end-users and clients.

Cyber SecurityInformation TechnologyInternetIT InfrastructureIT Management

Responsibilities

Serves as a ticket coordinator, ensuring timely intake, categorization, and assignment of incoming support requests

Monitors and triages ticket flow to ensure SLA compliance and proper technician routing

Provides phone intake support for end-users and clients, capturing issue details and routing efficiently

Acts as the field service dispatcher, coordinating on-site technician visits, scheduling, and travel logistics

Serves as a KHD Observer, identifying patterns, missed escalations, and opportunities for process improvement

Responds to daytime NOC alerts and assist in the initial troubleshooting or escalation of infrastructure-related incidents

Provides backup response for SOC alerts, assisting with documentation or first-level triage where needed

Coordinates device provisioning, replacements, or deployments—ensuring proper configuration and readiness

Maintains accurate asset tracking and ensures updates to inventory records

Monitors and manages stock inventory, initiating restock or procurement requests as needed

Performs basic device repairs (break/fix), including opening hardware cases and replacing components as needed

Conducts HDD burns and diagnostics to ensure drive reliability before deployment

Supports Mac OS devices and assist in tasks such as disk cleanup, updates, and prep for re-use or reassignment

20% Travel to client sites

Performs other duties as assigned

Primary owner and responsible party for the assigned toolsets/platforms/vendors and their outcomes

Expected to make system adjustments, recommendations, and improvements

Create recurring maintenance procedure and effectively execute

Expected to be knowledgeable on related topics/systems to complete projects, onboardings, support escalations

Ability to estimate subject area labor, software, licensing, and hardware costs

Full-Time Role – Regular business hours with flexibility as required by project or incident response needs

On-Call Rotation – Participate in Tier 1 NOC and Tier 2 SOC escalation rotation every 2–3 months for a 2-week period

Tier 3 On-Call – Always available 24x7 for your designated area of responsibility. If Tier 2 (Tech Management) cannot resolve an issue, you are expected to respond to Tier 3 on-call inquiries within 2–4 hours

Qualification

Ticketing systemsRemote support toolsComputer hardwareTroubleshooting skillsWindowsMac OSNOCSOC knowledgeTechnical certificationProblem-solving skillsOrganizational skillsDocumentation skillsCommunication skillsTime-management skills