IT Service Coordinator (Dallas, TX) - Austin Industries

Austin Industries is one of the nation’s largest, most diversified U.S.-based construction companies. With more than 7,000 employee-owners, Austin Industries provides nearly every type of civil, commercial and industrial construction services through the expertise of our operating companies: Austin Bridge & Road, Austin Commercial and Austin Industrial.

Austin Industries has an outstanding opportunity for an IT Service Coordinator at our corporate headquarters in Dallas, Texas. The IT Service Coordinator serves as the primary point of contact between IT service teams and end users. They ensure efficient handling of service requests, maintain high service quality, and support continuous improvement in IT operations. The role also includes reviewing and consolidating reports from desktop support technicians to ensure alignment with service standards. Position will perform other duties as assigned beyond the responsibilities listed below.

Responsibilities:

Service Request Management

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  • Receive, log, and track IT service requests and incidents using ticketing systems.
  
  
  • Prioritize and assign tickets to appropriate support teams.
  
  
  • Monitor ticket progress and ensure timely resolution.
  
  
  • Communicate status updates to users and stakeholders.
  
  
  
  

Communication & Coordination

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  • Act as a liaison between users, IT support teams, and vendors.
  
  
  • Coordinate with internal departments to resolve cross-functional issues.
  
  
  • Facilitate meetings and follow-ups for high-priority incidents or service outages.
  
  
  
  

Documentation & Reporting

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  • Maintain accurate records of service requests, resolutions, and performance metrics.
  
  
  • Generate regular reports on service desk performance, ticket trends, and SLA compliance.
  
  
  • Document standard operating procedures and knowledge base articles.
  
  
  
  

Service Quality & Improvement

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  • Monitor service delivery against SLAs and KPIs.
  
  
  • Identify recurring issues and recommend process improvements.
  
  
  • Support implementation of ITIL practices and continuous service improvement initiatives.
  
  
  
  

User Support & Training

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  • Provide first-level support for common IT issues.
  
  
  • Assist users with onboarding and access to IT systems.
  
  
  • Conduct training sessions or create guides for frequently used tools and services.
  
  
  
  

Travis - Desktop Technician Report Oversight

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  • Review daily, weekly, and monthly reports submitted by desktop support technicians.
  
  
  • Ensure technician activities align with service delivery goals and standards.
  
  
  • Identify trends or recurring issues from technician reports and escalate as needed.
  
  
  • Provide feedback and support to technicians to improve service quality and efficiency.
  
  
  
  

Qualifications:

• A bachelor's degree in Information Technology or related is highly preferred


• 3+ years of IT support/service desk experience


• Hands-on Jira Service Management experience


• Exposure to enterprise tools (M365, Intune)


• Proven SLA/KPI reporting experience


• Experience coordinating incidents or outages


• Information Technology Infrastructure Library (ITIL) Foundation


• Excellent time management and organizational skills


• Must be highly organized with an attention to detail


• Be an effective communicator with strong customer service skills


• Ability to work in a fast-paced, deadline driven environment

Requirements:

• High School Diploma/GED or higher


• Bilingual in Spanish required


• Working Knowledge of MS Office


• Applicants must be legally authorized to work for ANY employer in the United States. Austin Industries is unable to sponsor or take over sponsorship of an employment visa for this position.

Benefits & Compensation

We offer excellent benefits including medical, dental, life and disability insurance, and a matching 401K plan. We are proud to be a 100% Employee-Owned Company (ESOP)! To learn more about our employee-ownership structure, please go to https://www.austin-ind.com/our-company/100-employee-owned.

Austin Industries is an Equal Opportunity Employer.

See the “Know Your Rights” poster available in English and Spanish.

About Austin Industries

Austin Industries and its operating companies engage in almost every type of civil, commercial and industrial construction. Austin is owned entirely by its employees through its Employee Stock Ownership Plan (ESOP). Austin Industries has a rich history. We are one of the largest and most diversified construction firms in the nation. Austin stands on the core values of Uncompromising Integrity, Employee-ownership, Exemplary Service and Excellence in Safety.

To learn more about our history, culture and operations, visit us at www.austin-ind.com.

No Third-Party Inquiries Please

This Company does not accept and will not consider unsolicited resumes or any other unsolicited candidate information submitted to the Company or any of its employee-owners by staffing agencies, search firms, or third-party recruiters in response to a posted vacancy. The Company will not pay any placement fee(s) without a written agreement to do so (i.e., payment must be required pursuant to the terms of a written agreement). 

Any unsolicited resumes or candidate information submitted to this Company or any of its employee-owners becomes the property of the Company.

Accessibility Note

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs or have accessibility concerns, please contact the People Services Team at (877) 831-1217.