Technical Services Coordinator II

General Purpose

The Technical Services Coordinator II provides comprehensive IT support for end users across the organization. Core responsibilities include responding to support requests both onsite and remotely, documenting service tickets, and delivering troubleshooting for desktops and laptops.

Essential Functions

• Execute established Service Level Agreements (SLAs) for all IT Services following established procedures on routine work and under instruction on new assignments.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Good judgement to determine appropriate time to deviate or escalate from standard practices in effort to support the business needs.
• Demonstrates a high level of customer service by responding to IT requests, communicating clearly and ensuring a positive support experience.

Service Management & Integration

• Receive support requests and IT service-related issues from customers and respond using established procedures.
• Partners with and provides support and training to end-users on computer operation issues.
• Provide advanced technical support for systems including Active Directory, PCs/laptops/mobile devices, printers, software, hardware, network connectivity via phone or remote tools.
• Helps maintain an inventory of keyboards, hard drives, printers, modems, scanners, monitors, and other peripheral devices.
• Identify, log, categorize, and resolve semi-routine incidents and root causes of problems and raise a problem if required.
• Ensure that trouble tickets are addressed to agreed service levels through prioritization, incident recording, recognition, isolation, resolution and follow up following standard guidelines.
• Gather performance metrics against stated SLAs following standard guidelines.

Technical Operations

• Monitor all events in the enterprise IT environment and take appropriate control action to address semi-routine events, following standard guidelines.
• Organizes objectives and prioritizes work; has sense of urgency.

Competencies

• People: Collaboration, Teamwork, Punctuality
• Self: Leading by Example, Communicates Effectively, Ensures Accountability and Execution, Manages Conflict
• Business: Plans, Aligns and Prioritizes

Qualifications and Special Skills Required

• High School Diploma, GED or equivalent and 1-2 years of experience in PC support services.
• Assists in maintaining, preparing, and upholding processes for reporting and logging PC performance.
• Oral, Written, and one-on-one communications with technical and non-technical users.
• Strong Analytical Skills - the ability to diagnose and solve technical issues.
• Ability to respond promptly and consistently to changing customer needs and circumstances.
• Perform other duties as assigned.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user peripheral devices, workstation hardware, and networking hardware products.

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.
• Occasional Requirements: Job occasionally requires bending, kneeling, reaching, and sitting, standing and lifting and carrying items up to 10 lbs

Supervisory Responsibilities

None

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.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.