Endpoint Coordinator

Duties

This role supports end users by delivering strong customer service while assisting with IT device lifecycle activities. The position helps prepare and submit device replacement requests through the Device Replacement/Refresh program, conducts follow-up research to locate missing or unreturned equipment, and coordinates with internal teams to resolve device-related issues. The ideal candidate will combine customer-facing communication skills with technical aptitude, strong organization, and the ability to manage multiple tasks, with basic project coordination experience being a plus.

• Coordinating the ordering, configuration, installation, and removal of all computers, printers, copiers, and related peripheral equipment on
  *** campuses.
• Work directly with customers to evaluate needs pertaining to new requests for services; preferred configuration of devices; inquiries on products and orders; and/or returns for product that has been ordered, but no longer needed.
• Gather, document, and evaluate specific customer requirements in order to ensure product order is accurate, complete, and will support the customer s needs.
• Acting on behalf of the customer, order electronic equipment within Lawson, identify and troubleshoot any ordering issues, and engage senior work unit personnel and / or Supply Chain Management staff to resolve any issues, keeping the customer up to date on order status.
• Excellent interpersonal communication and effective time management skills in order to deliver outstanding customer service in a team-based environment.
• Project management proficiencies of effectively evaluating process improvement opportunities in regard to equipment order lifecycle; thorough documentation of work; and the ability to document and communicate concepts and procedures such as hardware and software requirements, purchase requisition information, moves/adds/changes coordination/scheduling, and other various workflows in a clear, concise, easy-to-understand manner for a large and diverse customer base.

• See Education Section for Required Experience.
• Excellent computer troubleshooting and problem-solving skills.
• Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.) in order to provide evaluation of customer requests to match needs with appropriate IT solutions (hardware or software).
• Understanding of and has demonstrated the ability to use ticket tracking software and related tools for documentation of Endpoint Specialist operations.
• Possess flexibility with workloads to accommodate special projects or requests and high priority orders.
• Understanding and maintaining a working knowledge of PC and MAC computers, printers, scanners, and multifunction devices, hardware, and software, as well as acquire information and maintain tracking tools, documentation, and databases.
• Ability to build and develop strong working relationships with internal and external customers.

• Technical Experience
• Customer Services
• Project Coordination