IT Service Desk Coordinator; Troy, MI

Job Summary

The IT Service Desk Coordinator is a member of the Bene Sys IT Service Desk and is responsible for providing level 1 support to Bene Sys internal users as well as designated users of external clients/funds.

• Account lock-outs
• Password resets
• Desk moves
• Provide phone support
• Ticketing system support
  • Review submitted tickets
  • Triage and resolve tickets when possible
  • Accurate ticket coding
  • Ticket dispatching
• Provide walk-up support
• Provide how-to support
• Work closely with team members
• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat and other operational contact types to ensure courteous, timely and effective resolution of user-reported issues
• Escalate incidents with accurate documentation to suitable next level teams when required
• Record, track, and document the Service Desk incident (ticket) within the Service Desk application/tool
• Contribute to the knowledge base as needed
• Provide suggestions for continual improvement
• Prioritize incidents and service requests according to defined processes
• Maintain regular and predictable attendance

• Ability to remain at desk/workstation for long periods of time
• Wearing a headset all day
• Ability to lift maximum of 50 lbs.
• Ability to work long hours, if needed

• Basic knowledge of computer hardware, including desktops and laptops
• Multi-tasking (listening, comprehending, talking, typing, accessing multiple screens)
• Basic typing skills
• Polite and courteous
• Exceptional customer service orientation
• Ability to stay calm and execute tasks in a high-pressure environment
• High level of dependability and punctuality
• Strong documentation skills
• Good written and oral communication skills
• Excellent problem-solving and troubleshooting skills
• Experience in a team-oriented, collaborative environment

Full Time. Monday - Friday, 7:00am - 4:00pm. Requires in-office days but also offers at-home flexibility after 90 days.

• 15 days Paid Time Off (PTO) during first full calendar-year of service
• 12 paid holidays
• 3 days paid bereavement
• Up to 20 days paid jury leave
• Medical, dental, and vision insurance, with option for dependent coverage
• Company-paid basic life, short-term disability, long-term disability, and AD&D insurance
• 401(k) with employer match
• Tuition reimbursement program
• Career development opportunities
• Referral bonus for all successful full-time referrals
• Annual opportunities for increases

The pay rate for this position is $22.00 per hour. Actual salary is dependent on location, skills, education, experience and other business factors.

Bene Sys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees’ successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally.

We want to create a place where employees can find long-term growth and potential.

Our culture focuses on three core values:

• Collaboration:
  
  working together across 31 locations to achieve the best for the company and our clients
• Dedication: striving to create an environment where all employees work toward a common goal while committing to providing the best customer service to our members and our colleagues
• Integrity: doing what we say we will do. Upholding strong ethical and moral principles

Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.