IT Support Coordinator (Contract Role)

Responsibilities

• Coordination with IT Support to balance workload.
• Monitor queues of staff for issues needing responses.
• Monitor unassigned queue to ensure prompt responses within SLA.
• Communicate with customers as required: gathering additional information, informing them of changes.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Escalate service requests to appropriate teams as necessary.
• Aids in day-to-day IT queue support operations with some supervision.
• Provides first-level basic support for end user issues.
• A point of contact to the customer for all types of service requests.
• Maintains documentation with updates and changes.
• Triage service requests to address urgency and scope of impact.
• Updates KPI Dashboards weekly.
• Develops and reports on JIRA dashboard analytics to drive support performance improvements.
• Works across other studios to bring ticket handling improvements and optimization across PSS.

Requirements

• Basic computer and operating system skills.
• Must be able to learn quickly in a highly technical, fast-paced and deadline-intensive environment.
• Excellent written and oral communication skills are required.
• Experience in a role involving direct customer contact (internal and external customers).
• Ability to work in a team and communicate effectively.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools.

Qualifications

• CompTIA A+ Certification.
• Self-starter and ability to work with limited supervision.
• Degree in an IT associated field of study.

Skills

• Basic computer and operating system skills.
• Excellent written and oral communication skills.
• Experience in a role involving direct customer contact (internal and external customers).
• Ability to work in a team and communicate effectively.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• Matching 401(k).
• Paid time off.
• Wellness program.
• Coveted employee discounts for Sony products.

Pay

The estimated base pay range for this role is $36—$50 USD.

Schedule

Not specified.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• Matching 401(k).
• Paid time off.
• Wellness program.
• Coveted employee discounts for Sony products.

Skills

• Basic computer and operating system skills.
• Excellent written and oral communication skills.
• Experience in a role involving direct customer contact (internal and external customers).
• Ability to work in a team and communicate effectively.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• Matching 401(k).
• Paid time off.
• Wellness program.
• Coveted employee discounts for Sony products.