Technology Support Coordinator

The Technology Support Coordinator is responsible for supporting the day-to-day operation of the organization's technology service desk and ticket management system. This role serves as the primary coordinator for incoming technology support requests, ensuring tickets are properly documented, assigned, prioritized, tracked, and resolved in a timely manner.

The Technology Support Coordinator provides first-level technical support to employees, assists with technology deployments, maintains technology records and documentation, and collaborates with internal teams and vendors to support operational efficiency and service excellence., The essential functions include, but are not limited to, the following:

• Administering and monitoring the organization's technology ticketing system, ensuring all support requests are accurately documented, categorized, assigned, and tracked through resolution.
• Serving as the first point of contact for employee technology support requests, providing timely and professional customer service.
• Providing Level 1 technical support for hardware, software, mobile devices, printers, communication platforms, and standard business applications.
• Monitoring service desk queues and escalating unresolved or complex issues to appropriate technical resources.
• Coordinating ticket assignments and follow-up activities to ensure service level expectations are met.
• Assisting with user account administration, password resets, access requests, an employee onboarding and off-boarding activities.
• Maintaining accurate technology asset inventories, user records, system documentation, and support knowledge base articles.
• Supporting workstation deployments, hardware replacements, software installations, and technology equipment setup.
• Assisting with troubleshooting network connectivity, Microsoft 365 applications, email systems, and endpoint devices.
• Coordinating with vendors and third-party service providers regarding support requests, equipment orders, and warranty services.
• Developing and maintaining support procedures and documentation to improve operational consistency and efficiency.
• Monitoring recurring technology issues and identifying opportunities for process improvement and enhanced user support.
• Collaborating with internal departments to ensure technology services align with business needs and operational requirements.
• Performing other technology support duties as assigned to support organizational objectives.

Do you have experience in Video conferencing systems operation?, Do you have a Associate's degree?, * Strong customer service and interpersonal skills with the ability to communicate effectively with employees at all levels of the organization.

• Working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, Teams, and SharePoint.
• Understanding of computer hardware, operating systems, mobile devices, printers, and standard business applications.
• Experience working with help desk, ticketing, or service management systems.
• Ability to prioritize multiple requests, manage competing deadlines, and maintain attention to detail.
• Strong troubleshooting and problem-solving abilities with the capability to identify issues and recommend appropriate solutions.
• Ability to maintain confidentiality while handling employee information, system access requests, and technology-related records.
• Demonstrated organizational skills and ability to maintain accurate documentation and records.
• Understanding of basic networking concepts, user account management, and endpoint support.
• Ability to work independently while collaborating effectively with technical and non-technical teams., * Associate degree in Information Technology, Computer Science, Business Technology, or a related field preferred; equivalent education, training, or experience will be considered.
• One to three years of experience in a technology support, service desk, help desk, or customer support environment preferred.
• Experience supporting Microsoft Windows environments and Microsoft 365 applications preferred.
• Experience working with ticketing systems, service management platforms, or technology support tools preferred.

Computer Skills:

• Microsoft 365 Applications
• Microsoft Teams
• Windows Operating Systems
• Ticketing and Service Management Systems
• Mobile Device Support
• Technology Asset Management Systems
• Apple iPhone and Android Devices

Physical Demands and Work Environment:

• Ability to sit and work at a computer workstation for extended periods.
• Ability to lift and move technology equipment weighing up to 25 pounds.
• Ability to travel occasionally between company locations as needed.
• Ability to support remote and onsite employees.

Employee Acknowledgment

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship., * Do you have an Associate degree in Information Technology, Computer Science, Business Technology, or a related field preferred; equivalent education (training, or experience will be considered)?

Education:

• Associate (Required)

Experience:

• IT support: 1 year (Required)
• service desk: 1 year (Required)
• Help desk: 1 year (Required)
• IT service management: 1 year (Required)
• ticketing systems: 1 year (Required)

Ability to Commute:

• Clawson, MI 48017 (Required)

Work Location: Hybrid remote in Clawson, MI 48017

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Health savings account
• Life insurance, * 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off