IT Coordinator

The IT Coordinator’s role is to ensure proper IT system operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate, while ensuring high levels of customer service quality and availability. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. 

Essential Job Functions: 

Acquisition & Deployment 

• Deploy company approved software and applications as requested by end users and IT team.  
• Use Mobile Device Management tool as necessary to deploy and manage company approved software and applications. 
• Identify the need of IT Devices/Peripherals (Monitors, Keyboard, Mouse, AC Power Adapter, Printer, Scanner, Headsets, etc.) and inform the need to Senior IT Coordinator. 

Daily Operation Support 

• Provide first contact support of incoming requests to the service desk via telephone, email, chat, and remote accessing tool to ensure courteous, timely, and effective resolution of end-user issues. 
• Build rapport and elicit problem details from service desk users. 
• Prioritize incidents and service requests. 
• Escalate incidents with accurate documentation to supervisor, when required. 
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. 
• Use remote tools and diagnostic utilities to aid in troubleshooting. 
• Research solutions through internal and external knowledgebase as needed. 
• Identify and learn appropriate software and hardware used and supported by the organization. 
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware diagnostics, delivery of peripherals, or other fixes as determined.  
• Contact supervisor when trouble shooting with or without warranties are necessary by IT hardware vendor.  
• Setup replacement laptop PCs, iPads, and other Information Devices by installing and setting up the necessary company approved software and applications (such as Outlook, MS Office, antivirus and EDR software, etc.). 
• Manage email address maintenance (setup/modify forwarding email address, address change, etc.), IT device registration, etc. using a company workflow system. 
• Manage user account maintenance (create, modify, disable) for systems managed by IT Team. 
• Periodically record print counts of all printers used in the office and report it to the vendor and management.  

New Hire & Termination Support 

• Setup a new user ID and an email address for newly hired employees and newly arrived expats, and notify all related teams (Admin, HR, QA, IT, Business, etc.). 
• Setup new laptop PCs and other Information Devices by installing and setting up the necessary company approved software and applications (such as Outlook, MS Office, antivirus and EDR software, etc.) for newly hired employees and newly arrived expats. 
• Create a necessary user account for systems managed by IT Team. 
• Participate in the new employee training to explain IT related topics (Information Device Usage, IT Security Policy, etc.)  

Information Device and Asset Management 

• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals in the office. 
• Maintain the up-to-date Information Device and Asset usage information (device name, purchase date, current and old used location and user information). 

Core Competencies:  

• Knowledge of basic computer hardware and networking, including command prompts with basic commands. 
• Experience with desktop and server operating systems, including Windows, Office and iOS. 
• Extensive application support experience with Remote Desktop and TeamViewer. 
• Working knowledge of a range of diagnostic utilities, including Windows, Lenovo Vantage, etc. 
• Exceptional written and oral communication skills. 
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. 
• Strong documentation skills. 
• Fluent English and skills to communicate well with non-native English speakers. 

Personal Attributes: 

• Ability to conduct research into a wide range of computing issues as required. 
• Ability to absorb and retain information quickly. 
• Ability to present ideas in user-friendly language. 
• Highly self-motivated and directed. 
• Keen attention to detail. 
• Proven analytical and problem-solving abilities. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 
• Exceptional customer service orientation. 
• Experience working in a team-oriented, collaborative environment. 

Minimum Qualifications:  

• Basic computer skills with Microsoft Office, Outlook and Excel and data entry 
• At least 2 years’ experience in customer service or related field 
• Clear verbal communication skills 
• Consistent and meticulous attention to detail 
• Understands and follows all company policies and procedures and all applicable State and Federal laws 
• College diploma or university degree in the field of computer science and/or 5-7 years equivalent work experience  
• Certifications in CompTIA A+, HDI CSR, ITIL Foundation or a similar certification is preferred. 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.  Must be able to sit for an extended period of time and operate a computer for an extended period of time.