IT Service Desk Coordinator (Pleasanton, CA)

Job Summary

The IT Service Desk Coordinator is a member of the BeneSys IT Service Desk and is responsible for providing level 1 support to both BeneSys internal Users as well as those designated Users of external clients/funds.

The IT Service Desk Team consists of a staff of IT Service Desk Analysts, IT Service Desk Coordinators and Desktop Support Administrators with varying levels of skills, experiences and strengths. Each of these team members will be assigned appropriate responsibilities and tasks depending on skill level and need.

The IT Service Desk area at BeneSys can be characterized as a very busy and fast paced team with continual change and shifting priorities. The IT Service Desk Coordinator is expected to be able to adapt to this environment and provide world-class service and support to internal Users and external clients/funds. The IT Service Desk Coordinator will always represent themselves, the team and the company with the highest level of professionalism. Must demonstrate the ability to maintain a positive attitude.

Responsibilities Include But Not Limited To

• Account “lock-outs”
• Password Resets
• Desk Moves
• Provide Phone Support
• Ticketing System Support
• Review submitted tickets
• Triage and resolve tickets when possible
• Accurate ticket “coding”
• Ticket dispatching
• Provide “walk-up” support
• Provide “how-to” support
• Work closely with team members
• Provide “first contact” support of incoming requests to the Service Desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely and effective resolution of Users reported issues
• Escalate incidents (tickets) with accurate documentation to suitable next level teams, when required
• Record, track, and document the Service Desk incident (ticket) within the Service Desk application/tool
• Contribute to the knowledgebase as needed
• Provide suggestions for continual improvement
• Prioritize incidents (tickets) and service requests according to defined processes
• Regular and predictable attendance is an essential function of this job
  

Physical/Mental Demands, Environment

• Ability to remain at desk/workstation for long periods of time
• Wearing a headset all day
• Ability to lift maximum of 50 lbs.
• Ability to work long hours, if needed
  
  

Minimum Qualifications/Skillset

• Strong experience supporting Office Apps (specifically O365)
• Basic knowledge of computer hardware, including desktops and laptops
• Multi-tasking (listening, comprehending, talk, type, accessing multiple screens)
• Basic typing skills
• Polite and courteous
• Exceptional customer service orientation
• Ability to stay calm and execute tasks in a high-pressure environment
• High level of dependability and punctuality is required
• Strong documentation skills
• Good written and oral communication skills
• Excellent problem solving and troubleshooting skills
• Experience working in a team-oriented, collaborative environment
  
  

Work Schedule - Full Time. Monday - Friday, 8:00am - 5:00pm. Position will primarily be in person but offers some at-home flexibility after 90 days.

Competitive Benefits And Compensation Package

• Paid Time Off (PTO) earned at a rate of 1 day per each full month worked.
• 12 paid holidays
• Medical, dental, and vision insurance, with option for dependent coverage
• Company paid basic life, short-term disability, long-term disability and AD&D insurance
• 401k with employer match
• Tuition reimbursement program
• Career development opportunities
• Referral bonus for all successful full-time referrals
• Annual opportunities for increases
  
  

Pay

The pay range for this position is $29.00 - $32.00 per hour. Actual salary is dependent on location, skills, education, experience and other business factors.

Our Culture

BeneSys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees' successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally. We want to create a place where employees can find long-term growth and potential.

Our Culture Focuses On Three Core Values

• Collaboration: working together across 31 locations to achieve the best for the company and our clients
• Dedication: striving to create an environment where all employees work toward a common goal while committing to providing the best customer service to our members and our colleagues
• Integrity: doing what we say we will do. Upholding strong ethical and moral principles
  
  

ADA & EEO

Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.