Technical Operations Coordinator

Job Description

The ideal candidate is highly focused, personable, comfortable in a fast‑paced environment, able to exercise independent judgment, and has outstanding listening and critical thinking abilities. This is a full time position. The Technical Operations Coordinator focuses on customer service and coordination for clients and colleagues – the primary link between clients and technical support resources.

• Coordinate and schedule all IT requests from phone, email, website, help desk tickets, etc.
• Perform dispatch duties and delegate necessary work to technical resources.
• Direct incoming calls from clients and vendors to the most relevant colleague.
• Ask relevant, insightful questions to determine issue nature and enter thorough notes, preparing technical resources for success.
• Monitor and maintain all open service orders (in‑house, onsite, other), following up with employees and customers as needed.
• Advance tasks toward resolution by reviewing open cases in the ticketing system.
• Coordinate schedules of technical resources considering SLA, travel time, and task complexity.
• Collaborate with technical resources to determine best resolution approach.
• Manage client expectations regarding estimated costs, time, and work implications such as downtime.
• Track and monitor inventory and assets; ensure technical resources have required equipment and that tickets are updated with proper billing info.
• Perform administrative tech support tasks such as password resets, baseline workstation configuration, email troubleshooting, and more; receive ongoing training.

• Minimum of 1 year in an equivalent role.
• Experience handling high volume of small tasks.
• Experience with ticketing or time management software.
• Ability to receive, process, and retain key information from multiple sources.
• Excellent written and verbal communication skills.
• Self‑directed, analytical, organized in a constantly changing environment.
• Ability to identify pain‑points and improve processes.
• Ability to learn new software.
• Typing proficiency of at least 60 words per minute.
• Competency with Microsoft Office products.
• Skilled in problem solving, decision‑making, planning, and sound judgment.
• Proactive collaborator in a team environment.

All information will be kept confidential according to EEO guidelines.