Operations Coordinator

Job Summary

Our client is seeking an Operations Coordinator to provide technical support and operational monitoring within a fast‑paced Help Desk environment. This individual will support Guests and Cast Members by troubleshooting and escalating WiFi, internet, telecommunications, and network‑related issues while serving as the first point of contact for technical support requests. The role also involves monitoring network health, collaborating with telecommunications teams, and supporting critical operations and events.

• Provide technical support via phone and email to process, troubleshoot, and escape WiFi, internet, and telecommunications issues for Guests and Cast Members
• Monitor the health and performance of network technologies and related systems
• Troubleshoot technical issues using tools such as Logic Monitor, Airwave, Calix Management System, Service Now, remote diagnostic tools, and Microsoft Office applications
• Serve as "eyes on glass" by proactively monitoring systems and identifying potential issues before they impact operations
• Communicate effectively to identify, evaluate, and prioritize client needs and technical requirements
• Collaborate with telecommunications and network teams to support service delivery and ensure proper resource allocation
• Utilize ticketing systems and remote diagnostic tools to investigate and resolve technical issues
• Document troubleshooting efforts, issue resolution steps, and operational activities
• Support events through operational monitoring and technical coordination

• Associate's degree or equivalent work experience
• 3+ years of Technical Tier 1 Help Desk experience
• Proficiency supporting Windows and macOS environments
• Strong technical troubleshooting skills with the ability to explain technical solutions in plain language
• Experience working with ticketing systems and remote diagnostic tools
• General understanding of networking fundamentals, including TCP/IP, LAN/WAN, VPN, GPON, and DOCSIS
• Demonstrated problem‑solving and analytical skills
• Strong organizational skills with experience in documentation, data collection, and prioritization
• Ability to adapt quickly to changing business needs and work independently
• Ability to work in a flexible team environment while taking ownership of assigned tasks
• Flexible schedule with availability to work nights, weekends, and holidays
• Knowledge of telecommunications services

• Bachelor's degree or higher
• Experience with GPON technologies
• Familiarity with Aruba Airwave and Calix Management System
• Knowledge of Avaya phone systems and VoIP technologies
• CompTIA A+ certification
• Network-related certifications

• Strong customer service mindset with the ability to support frustrated users professionally
• Excellent verbal and written communication skills
• Strong attention to detail and organizational abilities
• Ability to multitask and prioritize in a fast‑paced environment
• Proactive problem solver with strong troubleshooting skills
• Collaborative team player who works effectively across multiple technical teams
• Ability to remain calm and effective under pressure

• Location:
  
  Lake Buena Vista, FL
• Schedule:
  
  4:30 PM - 1:00 AM
• Duration: 52 Weeks (06/09/2026 – 06/12/2027)

• Pay Range: $15.00 - $20.00 per hour (approximate)
• Medical, Dental & Vision Insurance Plans
• Employee‑Owned Profit Sharing (ESOP)
• 401K offered