Technical Coordinator II

General Purpose

The Technical Services Coordinator II is responsible for initial issue triage, reporting, and providing general support to Ross business units. The coordinator will quickly and accurately determine issue scope and impact to ensure that incidents are provided the correct visibility according to the department defined Service Level Agreements. The coordinator will provide customer service and support for all Ross personnel and IT infrastructure-related services. The coordinator will be responsible for creating, maintaining and closing IT tickets through appropriate troubleshooting and note-taking, providing status updates as needed. All system failures will follow troubleshooting processes or be escalated to the responsible support group or vendor when necessary.

Essential Functions

• Primary responsibility is to respond to and resolve customer support requests and IT service-related issues. The position requires timely resolution of requests in accordance with policy guidelines, and adherence to department standards; prioritization of support for situations requiring expedited service and following through on defined escalation procedures when appropriate. Responsible for thorough and appropriate ticket documentation and management while escalating as required to Tier 2 and 3 support teams and vendors.
• Independently resolve a wide array of IT service incidents, requiring technical knowledge to analyze and troubleshoot issues. Ability to interpret system-generated events and manage issues according to operating guidelines and procedures.
• Maintain and update department documents based on evolving processes, guidelines, and procedures.
• Support the transition of new IT processes and systems as they enter the production environment.

Competencies

• People: Collaboration, Self, Leading by Example, Communicates Effectively, Ensures Accountability and Execution, Manages Conflict
• Business: Plans, Aligns and Prioritizes, Drive for Results, Technical Competence and Expertise, Customer Service, Analysis and Judgement

Qualifications and Special Skills Required

• 2-3 years of experience in the IT field or equivalent work experience
• High school diploma, GED or equivalent
• Bilingual English/Spanish preferred
• Ability to follow established procedures on routine work and detailed instructions on new assignments.
• Ability to recognize the need for occasional deviation from accepted practice
• Ability to respond promptly and consistently to changing customer needs and circumstances
• Ability to adapt to customer service needs
• Ability to effectively communicate at all levels of the organization
• Outstanding work ethic displays a high sense of urgency to resolve issues quickly and efficiently
• Experience using productivity suite software (i.e., Microsoft Office) Excel, Word, PowerPoint, Outlook, Teams, One Drive, etc.

Physical Requirements/ADA

Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc. Consistent timeliness and regular attendance. Vision requirements: Ability to see information in print and/or electronically. This role requires full-time in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

Supervisory Responsibilities

N/A

Disclaimer

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.