IT Service Desk Coordinator

Requirements

• High school diploma or equivalent, or five years relevant experience/training
• Experience in IT Project Management preferred
• Proficient in Microsoft Office Suite, particularly spreadsheet software
• Familiarity with CRM tools, such as Salesforce
• Strong verbal and written communication skills
• Excellent organizational and time management abilities
• Strong attention to detail
• Ability to maintain confidentiality
• Understanding of project management methodologies and best practices
• Ability to manage multiple projects and prioritize tasks effectively

• Communicate and coordinate requests efficiently while meticulously handling issue intake
• Collaborate with a diverse range of technical staff with varying skill levels
• Assign, coordinate, and schedule engineering resources for pre-sales and internal requests
• Assess urgency of requests to prioritize and schedule effectively
• Organize and maintain a detailed customer database within Structureds CRM
• Review engineering resource calendars to ensure accuracy and completeness
• Ensure adherence to established intake processes and procedures
• Maintain customer satisfaction by addressing concerns and coordinating responses
• Coordinate complex requests and project timelines, providing updates to stakeholders
• Escalate issues to internal Practice Leads for prioritization
• Track equipment used for evaluations and demonstrations
• Follow up on unconfirmed scheduled events using reports
• Ensure engineering resources document their time accurately for billing
• Provide feedback to management on potential process improvements
• Update internal reports to keep Salesforce information accurate
• Track approved time off for engineering resources to ensure coverage
• Participate in monthly on-call rotation for off-hours urgent requests
• Adhere to policies and procedures for tracking activities in CRM and service delivery tools
• Perform additional duties as needed

Company:

We are Structured Communication Systems, a leading information technology consultancy and systems integrator based in Clackamas, Oregon. Our team specializes in architecting and implementing secure and reliable solutions that enhance business applications, ensuring continuity, optimizing data center performance, and securing information assets. We offer a comprehensive benefits package including medical, dental, vision, life insurance, paid time off, professional development opportunities, and a 401(k) plan.

Join us to contribute to a dynamic team dedicated to delivering exceptional IT solutions while growing your career.