SWC Technology Partners

  • IT Support Coordinator

    Job Location US-IL-Oak Brook
    Status
    Non-Exempt
    Type
    Regular Full-Time
  • Overview

    This role is to support our IT managed services and IT delivery operations teams.  This individual will be responsible for assisting with the successful delivery of Information Technology (IT) Services.

     

    A successful candidate for this position will be responsible for ensuring tickets are properly recorded and dispatched at all tiers of support.  Provide follow up and status updates for tickets to both clients and key SWC contacts.  The ideal candidate is someone interested in pursuing a career in Business Administration or Operations for a Consulting Services Provider. This individual must be able to manage multiple tasks, communicate effectively while quickly identify and resolve delivery issues. 

    Responsibilities

    • Ensure all tickets and requests are attended to per defined SLAs and IM processes
    • Coordinate daily processes to ensure adherence to defined standards
    • Dispatching of tickets to different queues, tiers, and groups
    • Create and update resource assignments and scheduling for multiple teams
    • Oversee dispatching and ticket escalations between all tiers of support
    • Create and maintain required documentation that meet SWC standards and procedures
    • This position will be responsible to follow ITIL processes and standards, must be willing to become ITIL Certified
    • Assist team lead with the proper execution of daily tasks by the Tier 1 Support Analyst Team
    • This position will be on an afterhours weekly pager rotation schedule
    • Set-up, coordinate, and maintain contracts in Autotask
    • Other duties as assigned

    Qualifications

    • Bachelor’s Degree preferred
    • Two (2) or more years of experience in IT resource management, IT ticket management or IT Managed Services dispatching required
    • Excellent communication skills both verbal and written required
    • Demonstrated experience in coordinating staff groups and projects or initiatives required
    • Excellent customer service, organizational and time-management skills required
    • Proven administrative experience and multitasking abilities; while proficient in Excel, Word, and Outlook preferred

    Perks of working at SWC:

    • Bragging rights – Check out our Awards!
    • 401K match
    • Career development – formal mentorship programs with assigned career advocate to assist with your training and growth
    • Comprehensive health and dental plans starting on Day One
    • SWC pays for technical certifications
    • Generous PTO and flextime schedule
    • Free onsite gym, quarterly massages, yoga classes and fun group competitions and outings!

    SWC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, gender transition, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

     

    Keywords:  Dispatch, Dispatcher, Coordinate, Multi-task, Auto Task, Liaison, Customer Service, Excel, Word, Microsoft Suite, Organizational, Administrative, Communication Skills, Ticket Management, SLA, ITIL