IT Service Coordinator - Must be located in Anchorage, Alaska

Solutions iT is an Information Technology company based in Oregon. Our team is dedicated to providing stress-free IT solutions and offers a variety of services for small to medium-sized businesses. Focused on being a close-knit team environment and structure, we operate by these core values:

• Passion - Do what you love, love what you do.
• Poise - Be balanced, grounded, and ready for action
• Ownership - See it through
• Humility - Embrace your strengths and weaknesses
• Simplicity - Don't overthink it
• Integrity - Do the right thing, even when no one is looking

We offer a competitive benefits package including Medical, Dental, Vision, 401k, Gym/Health Club membership reimbursement, paid holidays, a generous PTO package, and work from home options. We equip our staff with the best tools and equipment to be successful and thrive, and provide unique attention to helping our team members grow.

We are currently accepting applications for an IT Help Desk Service Coordinator. This will be a remote work from home role, and is responsible for being the first line of support for clients. Applicants must reside in the following area:

• Anchorage, AK

The following Job Duties are a representation but are not limited to, tasks performed in this role:

Job Duties:

• Answer phones and respond to service requests from clients.
• Act as the single point of contact to the client for all types of service requests via phone, ticket submittals, email, and other.
• Coordination of all IT support groups to ensure maximum utilization of billable resources.
• Pre-process and triage service requests as they arrive through email, manual entry, or direct client input.
• Schedule internal and field technical resources on the ConnectWise dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Fast turn around of client requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager.
• Enter all work as service tickets into PSA software.
• Other duties as assigned.

Qualifications:

• High school diploma or GED and/or one to two years related experience and/or training in a technical support role required.
• Experience in a Customer Service environment preferred.
• Experience working at/in/for: IT networks and systems, advanced network environments, Microsoft server environments is preferred.
• Experience working for a Managed Service Provider preferred.
• Must be deadline and detail-oriented.
• Must display excellent written and verbal communication skills.
• Must have strong troubleshooting and critical thinking skills.
• Must have the ability to prioritize and multitask.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Must be adept at using various applications including PSA systems, spreadsheet, project management, word processing, e-mail communication, video conferencing, and use of scheduling software.
• Must be able to work from home efficiently and effectively.
• Must reside in the Anchorage, Alaska area.
• Must be willing to travel to client and other sites when needed.

For consideration, submit your resume and cover letter showing relevant experience. Submittals not meeting these requirements will not be considered. Must be physically located in the state of Alaska to be considered for this position.

Solutions iT is an EEO employer. For more information about us, please visit: https://solutionsit.net/