IT Service Coordinator (Hybrid)

IsI is seeking a motivated and detail-oriented individual to play a crucial role in our IT department. As the IT Service Coordinator/Dispatcher, you will be the linchpin that ensures seamless communication and coordination between our clients and technical team. If you thrive in a fast-paced environment, possess excellent communication skills, and are passionate about delivering top-notch IT services, we want to hear from you! This is your chance to make a significant impact in a company that values innovation, teamwork, and professional growth. This position reports to the Senior IT Operations Manager.

Duties/Responsibilities

• Primary responsibility is overall resource coordination, not direct technical support
• Responsible for triaging and assigning the requests to appropriate groups
• Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria
• Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets
• Respond to incoming phone calls and email requests
• Review support tickets for quality assurance
• Process all tickets within SLA guidelines and follow procedural requirements
• Document, track, and evaluate work completed on support request tickets
• Generate daily reports and custom data for IT Operations Manager and Support Staff
• Assist in transition and communication of ticket escalations
• Maintain service board organization & structure
• Collaborate with internal teams and members to deliver solutions that exceed client expectations
• Receive and log service requests from end-users via phone & service ticket
• Gather detailed information about the nature of the technical issue, including its urgency and impact on the user
• Evaluate service requests to determine their priority and urgency
• Collaborate with IT team members to assess resource availability
• Assign service requests to appropriate IT technicians based on team assignments, skills, and availability
• Follow through on timelines and meet expectations for the support lifecycle
• Conduct daily evaluations of outstanding support requests to ensure SLA’s are being met
• Document any tickets that require actions such as follow-ups, escalations, or added resources
• Provide touchpoints to service team and Senior IT Operations Manager
• Ensure that all required fields are being filled out on support tickets
• Act as a point of contact between end-users and internal resources
• Identify and escalate critical or high-priority issues to the IT Operations Manager & Support Team Leads for immediate attention
• Assist in the creation of KB articles and SOPs
  
  

Qualifications

• US Citizenship Required
• 3+ years working in a Techncial Role
• 4+ years of Direct Customer Service Experience
• 2+ years experience with M365 platform
• ITIL V4 certification
• Microsoft 365 Certified: M365 Fundamentals
• Knowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3
• Basic Knowledge of infrastructure technology including public and private cloud concepts such as Software as a Service (SaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS), and Infrastructure as a Service (IaaS)
• Knowledge and use of Microsoft 365 Applications
• Basic Knowledge of Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft Intune
• Basic Knowledge of MS Azure Active Directory, Office 365 Suite Admin, Multifactor Authentication, G-Suite, Windows Server, DNS, VPN Connections, Ticketing Systems, Antivirus Software, Advanced Threat Management Tools, Privileged Access Management, Mobile Device Management, Apple Business Manager
• Experience creating and managing SOPs
• Experience with Service Level Agreements
• Exhibit professionalism in the workplace
• Strong customer relationship skills
• Strong organizational skills, and attention to detail
• Strong oral and written communication skills
• Ability to work independently and as part of a team
• Exhibit critical thinking, logical problem-solving ability, and a willingness to learn
• Exhibit attention to detail and ability to work effectively in situations involving uncertainty or lack of information
• Comfortable working in a high-paced environment
• Able to prioritize with minimal guidance to meet/exceed deadlines
• A willingness to think outside of the box to provide innovative solutions for clients
• Ability to solve challenging technical business problems
  
  

Preferred Qualifications

• BS Degree in Information Technology or related field, or equivalent work or military experience
• CompTIA A+, Net+, Sec+ Certifications
• Microsoft 365 Certified: Messaging Administrator Associate, Teams Administrator Associate, Security Administrator Associate, Teamwork Administrator Associate, Enterprise Administrator Expert, and Modern Desktop Administrator
  
  

What we offer

• The salary range for this role is $60,000-$75,000
• Opportunity for Hybrid work
• A competitive salary and benefits package
• A casual, friendly, and relaxed work environment
• Professional growth encouragement and support
  
  

Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.

IsI Enterprises does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless IsI has an active agreement in place with the recruiter and such a request has been made by the IsI hiring team and such candidate was submitted to the IsI hiring team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to IsI in violation of this policy may be used by IsI without obligation to pay any fees of any kind to the recruiter.

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