Service Desk Coordinator

Schedule engineering resources, coordinate project requests, and communicate across Structured’s organization.

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets and providing information security and governance.

Structured has an immediate opening for an individual to join our team as a Service Desk Coordinator located in Clackamas, Oregon.

As part of our team, you will play a key role in prioritizing requests, managing timelines, and allocating engineering resources for both Pre-Sale and Post-Sale needs across customers, Account Executives, Inside Sales, and Project Managers. The Service Desk Coordinator also ensures efficient workflow management and keeps all aspects of Structured’s Service Desk operating smoothly and moving forward.

(Must be able to work on-site in Clackamas, Oregon five days a week.)

Compensation: $17.00 – $26.00 per hour

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicates and coordinates requests and facilitates issue intake with a detail-oriented approach.
• Works with a diverse group of technical staff with varying degrees of technical ability.
• Assigns, coordinates, and schedules engineering resources, including subcontractors, for pre-sales meetings, statements of work, internal requests, and training activities, taking into account project needs, skill sets, and availability with support from Practice Leads and Account Executives
• Assesses the urgency level of requests and issues sent to the Service Desk, in order to prioritize and schedule engineering resources effectively to ensure timely resolution and optimal allocation of team availability.
• Ability to organize and manage a customer database and maintain accurate, detailed records within Structured’s CRM tool, Salesforce.
• Continuously reviews engineering resource calendars to ensure they remain up to date and complete.
• Ensures adherence to established Service Desk’s intake processes and procedures when managing requests and issues.
• Maintains customer satisfaction by investigating concerns, routing them to assigned staff, and coordinating responses to special requests.
• Coordinates complex requests and project timelines, assessing needs and communicating updates to internal team members and customers to ensure seamless execution.
• Assesses and escalates issues and situations to internal Practice Leads for priority assignment of projects, requests, and engineering resources.
• Assists with the coordination and tracking of equipment utilized for evaluation and demonstration purposes.
• Utilizes reports to follow up on all unconfirmed scheduled events.
• Ensures engineering resources demonstrate a level of attention to detail and consistency when documenting their time for billing purposes.
• Provides appropriate feedback to Structured’s management team regarding process improvement suggestions for the Service Desk.
• Documents and updates all internal reports to ensure Salesforce remains up to date, including Project Status, Client Follow-ups, Open Requests, Billable Time Entry, and End-of-Month Reporting.
• Responsible for tracking approved vacation, sick, and floating holiday on an engineering resource calendar to ensure there is adequate coverage for internal and client projects and needs.
• Participates in a monthly “on-call” rotation with other members of Structured’s Service Desk team to support off-hours urgent or high-priority requests.
• Follows the current policies and procedures for tracking activities in Structured’s various CRM/service delivery tools.
• Additional duties as assigned.
• Promotes…