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Group: Support Services

Job title: Help Desk Coordinator

Reports to: Director of Support Services


Job Description:

The Help Desk Coordinator (HDC) will be responsible for answering the Shipshape IT support line and managing client requests. The HDC will address some issues directly and follow established procedures to escalate other issues to the Help Desk Team. The HDC is ultimately in charge of ensuring that all client requests are handled appropriately and efficiently to produce top level service and satisfaction.

The HDC will also assist with network and server monitoring by respond to outages as they occur. Excellent customer service, effective verbal and written communication and superior professionalism are critical success factors for this position.

Job Responsibilities:

Provide technical support to established Shipshape IT clients

  • Answer phone calls and respond to tickets
  • Respond to client system outages
  • Coordinate on-site visits as needed for system troubleshooting and new system setup
  • Update client documentation when needed

Administrative

  • Attend individual and team supervision meetings
  • Time tracking
  • Respond to client and corporate email within established time frames
  • Participate in training and development

Areas of Focus:

  • Maintain top level customer service; you will interact with clients more than most people at Shipshape IT so your professionalism and attitude should be exemplary
  • Collaborate with Managed Services and Implementation Services teams to ensure maximum effectiveness when troubleshooting
  • Ensure that standard procedures are follow for troubleshooting and triage of all client technical issues
  • Provide regular status updates to Director and team members
  • Communicate effectively within Shipshape IT organization and with clients in both verbal and written communications
  • Participate in Shipshape IT on-call rotation

Qualifications:

  • Strong English language communication skills, both oral and written
  • Strong analytical reasoning
  • Ability to work well in a team environment
  • High proficiency and comfort level with instructions and procedures
  • One Year Customer service and phone experience preferred
  • One Year IT Support experience preferred
  • Additional training will be provided

Application Instructions

Please email resume and cover letter including salary requirements and availability. Applications that do not include salary requirements or availability will not be considered.

Job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Shipshape IT is an Equal Opportunity Employer.