Participant is seeking a Coordinator to be the face of the IT department, ensuring that all help desk tickets are handled in a timely and professional manner, with an emphasis on customer satisfaction.

Job Summary: This individual will act as the first line of contact for a diverse array of company-wide systems. They will provide technical support to employees and help them maintain the ability to complete their daily tasks and functions when faced with IT-related issues.

 

Responsibilities:

• Take ownership of Participant Help Desk including answering/resolving basic Tier 1 tickets (from support calls, walk-up customers and emails) using experience, documented procedures and/or research
• Own the help desk.  Manage the help desk tickets via Manage Engine’s ServiceDesk product. Enter and categorize tickets. 
• Escalate and route more complex issues based on priority
• Document resolutions into the IT Support Knowledge Base/WIKI
• Setup, troubleshoot and support Mac OS, Windows OS, iOS and Android
• Assist, setup, and support of Polycom VoIP office phones and smart devices (iOS + Android)
• Provide Zoom, WebEx, Skype, Polycom and/or Cisco video teleconference support
• Ownership of printer peripherals and consumables inventory
• Setup Mac/Windows hardware with corporate software titles for new hire provisioning via tools such as Jamf MDM
• Work with Human Resources to provide IT new hire orientation training
• Manage hardware and software inventory assets via Managed Engine’s ServiceDesk
• Develop and manage internal and external support and training documentation
• Develop, execute and follow IT operational policies, standards and work instructions for customer support
• Ensure customer satisfaction through continued status updates and follow-up
• Help monitor critical infrastructure systems via provided industry-standard monitoring tools such as PRTG
• Manage outside vendors to service any related Participant hardware

 

Qualifications:

• Bachelor’s degree highly preferred
• 2+ years of professional experience in IT field
• Experience with Polycom and/or Cisco video teleconference hardware (SIP) is a plus.
• Basic understanding of network concepts – ethernet cabling, network switches, WIFI and firewalls.
• Prior customer service experience is a must
• Excellent analytical, organizational and time management skills
• Great attention to detail and follow up, as well as verbal/written communication skills
• Excellent problem solving/troubleshooting skills
• Ability to manage and prioritize multiple tasks simultaneously, as well as handle pressure
• Self-motivated and able to work independently
• Takes ownership of project and issues
• Excellent communication and team work skills
• Highly resourceful
• Stellar customer service skills

Candidates can apply here