Vacancy expired!
Location: Boston, MA Description: Job Objective:
Seeking an enthusiastic and enterprising Operations Coordinator to join us Information Technology User Services department. This position will support the Director of User Services with many facets of the department's operating activities, including all aspects of student staff management and training. The Operations coordinator will help maintain quality control in our forward-facing offices at the Help Desk, assist with project planning and organization, drafting and updating documentation, and perform some departmental administrative duties as needed while demonstrating service excellence to our community. The Operations coordinator is a forward-facing position, and other duties include resolution of support requests received via phone, walk-in, email, and online form via the support ticketing platform (Zendesk). This task requires regular and frequent customer communication verbally on the phone, in person, and in writing, with both technical and non-technical personnel. The coordinator also works to escalate requests that come in for VIP customers, making sure that they get assigned and brought to the attention of the leadership team in a timely way. We are looking for a teammate who is comfortable with both Mac and Windows operating systems and hardware, and is committed to providing a high level of customer service, timely troubleshooting, and polite and professional technology support to our diverse community. Primary Duties, Responsibilities, and Tasks: Manage the student staff schedule for Help Desk Technicians and Lab Assistants through our scheduling app, and be the point of contact for students needing to change hours or reschedule shifts. Communicate with students regarding any changes to operating hours due to holidays or inclement weather as indicated by User Services leadership. Assist with on-boarding and off-boarding of student staff members to us team tools and systems. Lead the organization and design of student staff training including modeling best practices for customer service, phone support, creating documentation and guides for student staff and organizing training and orientation meetings each semester. Serve as support for the student staff as they answer questions and complete tickets, assisting with their ticket queue management and completion; this includes ensuring that they are providing correct advice to users, and helping to develop their communication abilities and styles. Lead department projects and initiatives, including but not limited to the annual employee desktop computer refresh, hardware and software inventory maintenance, and student and staff orientation. Help maintain quality control in our forward-facing offices, and provide a high level of customer services and staff presence to guests. Assist with planning, and arranging student meetings, activities and trainings, and general office upkeep and organization. Help resolve Tier 1 and Tier 2 support requests received via phone, walk-in, email, and online form. Communicate directly with students, staff, and faculty to help diagnose, troubleshoot and repair College-owned computer equipment. This includes desktops, laptops, monitors, printers, memory and storage upgrades, peripherals, and other related hardware. Utilize a variety of communication tools to prioritize and track assignments, including us service desk software for support requests (Zendesk), our remote support tool for assisting users across campus (Bomgar), and our chat service for internal departmental support (Slack). Participate in the IT Communications team to contribute ideas for web and social media content and assist with writing internal and external documentation. Assist with regular updates to internal and external documentation for campus services, as well as internal training specifically for the student staff. Available outside of normal working hours as needed. Perform other relevant duties as assigned. Required Skills, Knowledge, and Education: 1-2 years of desktop support or customer service experience. Experience using service desk software for organizing support requests (like Zendesk, ServiceNow, BMC, Jira, etc.). Knowledge of desktop computer operations including connectivity, installation, maintenance, configuration of hardware, and industry standard operating systems and software applications. Proven experience providing a high level of customer service in an active service oriented field. Experience managing student employees. Ability to communicate both verbally and in writing and to work effectively with individuals and teams, including non-technical personnel. Ability to prioritize tasks and manage competing demands. Ability to bend, squat, climb stairs, and lift frequently Contact: This job and many more are available through The Judge Group. Find us on the web at www.judge.com- ID: #23516876
- State: Massachusetts Boston 02108 Boston USA
- City: Boston
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2021-11-26
- Deadline: 2022-01-24
- Category: Et cetera