Help Desk Service Coordinator

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<strong>POSITION SUMMARY</strong>: The Help Desk Service Coordinator strives to ensure that patient care is supported by the most efficient and effective service delivery available through prioritizing service requests based on the severity of the issue, impact on patient care, and availability of service resources. Additionally, the Help Desk Service Coordinator ensures the maximum effectiveness of each service member by coordinating service schedules and supporting day-to-day operations.<br><br><strong>REPORTS TO:</strong> IT Systems Manager<br><br><strong>Wage Range: </strong> $17.00-$20.00 <strong><em>(based on knowledge, skills, and expereience)<br><br></em></strong><strong>This position is onsite at Bridgeview Eye Partner's Central Office, Wabash, IN. <br><br></strong><strong>Essential Responsibilities<br><br></strong><ul><li>Evaluates service requests for Bridgeview Eye’s Partners and assigns resources based on priority and age of request</li><li>Communicates with ticket and project contacts to clarify requests, schedule service activities, provide status updates, and verify issue resolution</li><li>Assists in maintaining technical staff service schedules</li><li>Escalates tickets to the Network Specialists, IT Manager, or external subject matter experts when indicated</li><li>Performs some configuration administration of the IT ticketing system and RMM tool, currently ConnectWise Manage and Automate (Moving to Ivanti Soon)</li><li>Assists in purchasing supplies / equipment and proactively maintains IT equipment inventory</li><li>Converts phone calls for service into tickets on behalf of the caller</li><li>Performs user access changes in identity management systems</li><li>Performs quality control analysis of service ticket documentation and returns incomplete service tickets to the technical staff for completion prior to closure</li><li>Other responsibilities as determined by the IT Manager<br><br></li></ul><strong>Education And/Or Experience<br><br></strong><ul><li>High School graduate or general education degree (GED)</li><li>1 year of experience in business communication such as email, call routing, or electronic customer service is preferred but not required<br><br></li></ul><strong>Competencies<br><br></strong><ul><li>Excellent interpersonal, written, and verbal communication skills</li><li>Detail-oriented with good organizational skills</li><li>Ability to obtain knowledge and skill on the job or through educational courses</li><li>Remains calm, polite, professional, and courteous with people in high-pressure situations</li><li>Proactive, adaptable, with the ability to work under pressure to complete projects and meet deadlines in a fast-paced environment</li><li>Basic understanding of IT terminology<br><br></li></ul><strong>PHYSICAL DEMANDS AND WORK ENVIRONMENT (per ADA Guidelines)<br><br></strong><ul><li>Physical Activity: Must be able to sit for prolonged periods (50% of the time), fingering, talking, hearing</li><li>Physical Requirements: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body</li><li>The worker is required to have close visual acuity to perform each activity of the position<br><br></li></ul><strong>Personal Development<br><br></strong><ul><li>Staff members are required to meet training expectations within their initial 90-day probationary period. This training includes instructional sessions on computer hardware/software used within Bridgeview Eye Partners and other job-specific responsibilities.</li><li>The organization encourages employees to actively participate in IT educational opportunities provided, recommended, and sponsored by Bridgeview Eye Partners.</li></ul>

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