IT Support Coordinator; Receptionist

About COURSER

COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth‑Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast‑paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

The IT Support Coordinator is responsible for attaining maximum utilization of internal technical resources through daily scheduling of service requests. Perform service request intake from clients; assign, schedule and scheduling service engineers for remote service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Triage service requests as they arrive through email, manual entry, or direct client input
• Schedule internal technical resources
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work with a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager, or supervisors.

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self‑motivated with the ability to work in a fast moving environment

Previous Client Service or phone related skills; familiarity with computer system support terminology/concepts.

At COURSER, we prioritize the personal and professional development of our employees. We offer best‑in‑class training, mentorship, and clear self‑promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited vacation time*
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Learning and development programs

* Unlimited vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days.

COURSER is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.