PSR Associates, Inc. · 1 day ago
Technology Support Coordinator
Ocoee, FL
Full-time
Onsite
Entry, Mid Level
$28/hr - $38/hr
2+ years expPSR Associates, Inc. is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. The Technology Support Coordinator will be responsible for managing daily operations of the support team, addressing incoming issues, and ensuring excellent customer service while also supporting team training and continuous improvement processes.
Human ResourcesInformation TechnologyRecruitingStaffing Agency
Responsibilities
Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists
Serve as a high-level resource for their team and the main escalation point for customer service-related issues
Assists with the monitoring and tracking of inventory for the Information Technology cost center
Work closely with the IT leadership to identify areas for improvement in the processes, and workflows to implement strategies to enhance overall efficiency, user satisfaction, and service quality
Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members
Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit
Performs Quality Assurance on customer incidents onsite or at remote sites, by ensuring that Service Level Agreements are met
Responsible for coordinating and scheduling audiovisual setups and video conferencing support
Travel to remote locations to provide support, as needed
Perform other duties as assigned
Qualification
Required
High school diploma or equivalent; additional certifications or relevant education is a plus
IT Enterprise experience is preferred
Minimum two years' experience in customer service and quality assurance
Minimum one year of supervisory experience managing staff and projects
Previous experience using a ticketing system that manages support requests and monitoring trends
Ability to manage multiple priorities and work independently or as part of a team
Capacity to perform in high-pressure situations, with strong organizational and time management skills
Strong technical troubleshooting skills with hardware and software issues
Understanding help desk processes and service management principles
Supervisory skills, including the ability to motivate, develop and empower team members
Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday
Ability to lift up to 30 pounds
Company
PSR Associates, Inc.
PSR Associates is a premier IT services and solutions firm supporting Federal, State & Local, and Commercial clients.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Stephen Mendoza
CEO
Company data provided by crunchbase