Description

Full-Time

Non-Exempt

Why Entech?

Entech is a rapidly growing Managed IT Support Services organization looking for talented individuals to join our team!

With 25 years of enabling people to do what matters, Entech has developed a culture where we do what is right, we win as a team, and we build and value great relationships with our employees, clients, and the community. Being part of Entech means you become part of our family where we strive to provide you opportunities for growth, fun environments, team building, and of course, technology. With multiple offices throughout Southwest Florida in Fort Myers, Naples, and Bradenton, we invite you to become part of our tradition of doing what matters and look forward to your application!

Position Summary

The IT Service Coordinator is responsible for answering phones, creating, and triaging all incoming service requests, communicating accurate service delivery expectations, scheduling resources, and providing proactive communication to Entech’s partners. They are responsible for managing service requests to meet our service level agreements by monitoring key performance indicators to identify roadblocks and drive requests to resolution. This role requires a base understanding of technical infrastructure for classifying service requests and identifying the right resources to schedule.

IT Service Coordinator assists in servicing a variety of partners and working with executives, business owners, managers, end users, and internal team members. They must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent needs.

Essential Duties and Responsibilities

• Provide first level phone support in the service desk queue.
• Follow Entech’s ticket creation guidelines when creating and triaging service tickets.
• Provide partner education on how to submit service requests and what options they have, partner portal, email, phone etc.
• Proactively communicate with customers as required by keeping them informed of incident progress, notifying them of impending changes or agreed service outages.
• Manage service requests using dashboards and key performance indicators to update and schedule as needed.
• Escalate partner issues to the appropriate Service Team Lead as they occur.
• Own response time service level agreement (SLA’s) measurement by ensuring and documenting all partners have been communicated an expectation of service on all incoming service tickets.
• Update company and contact information in ConnectWise as it changes.
• Oversee the escalation process and ensure tickets are meeting assigned SLA’s during this process.
• Spot call partners to ensure issues have been resolved.
• Ensure maximum scheduled utilization of billable resources.
• Oversee all recurring service templates and ensure appropriate resources are scheduled.
• Assist other departments as needed for scheduling of resources.
• Responsible for entering time and expenses in ConnectWise Manage as it occurs.
• Responsible for helping to maintain the confidentiality, integrity and availability of data belonging to Entech and Entech’s partners by following security policy and industry best practices.
• Enter all work as activities, service tickets, or project tickets into ConnectWise.
• Adheres to Entech's HIPAA and information security policies.
• All other duties as assigned.

Required Technical Skills

• Practical experience of the following technologies is required:
• General understanding of network structure and impact of key components becoming unavailable. Examples include firewall, switch, server, internet, and battery backup.

Required Skills and Abilities

• Ability to read and interpret documents, write routine reports and correspondence, and speak effectively in English.
• Ability to perform basic math computations.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to maintain composure and handle stressful situations.
• Must be detail oriented, organized, multi-task oriented and possess excellent communication skills.

Education and Experience

• High School Diploma or GED (two years college or equivalent work experience preferred).
• Experience with Microsoft Office suite products
• Experience working in a professional service application (ticketing system)
• Previous information technology experience working in a service organization
• Base understanding of phone system attendant and call queues

Requirements

Benefits:Free Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events

Options available for dental, vision, accident, hospital, short term disability, long term disability, and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.