IT Service Desk Coordinator; Troy, MI

Position: IT Service Desk Coordinator (Troy, MI)
IT Service Desk Coordinator  The IT Service Desk Coordinator is a member of the Bene Sys IT Service Desk and is responsible for providing level 1 support to both Bene Sys internal users as well as those designated users of external clients/funds. The IT Service Desk Team consists of a staff of IT Service Desk Analysts, IT Service Desk Coordinators and Desktop Support Administrators with varying levels of skills, experiences and strengths.

Each of these team members will be assigned appropriate responsibilities and tasks depending on skill level and need. The IT Service Desk area at Bene Sys can be characterized as a very busy and fast paced team with continual change and shifting priorities. The IT Service Desk Coordinator is expected to be able to adapt to this environment and provide world-class service and support to internal users and external clients/funds.

The IT Service Desk Coordinator will always represent themselves, the team and the company with the highest level of professionalism. Must demonstrate the ability to maintain a positive attitude.
Responsibilities of the IT Service Desk Coordinator include but not limited to:
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 all operational contact types to ensure courteous, timely and effective resolution of users reported issues
Escalate incidents (tickets) 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 knowledgebase as needed
Provide suggestions for continual improvement
Prioritize incidents (tickets) and service requests according to defined processes
Regular and predictable attendance is an essential function of this job
Physical/Mental Demands, Environment:
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

Minimum Qualifications /Skillset:
Basic knowledge of computer hardware, including desktops and laptops
Multi-tasking (listening, comprehending, talk, type, 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 is required
Strong documentation skills
Good written and oral communication skills
Excellent problem solving and troubleshooting skills
Experience working in a team-oriented, collaborative environment
Work Schedule
- Full Time. Monday
- Friday, 7:00am - 4:00pm. Requires in-office days but also offers at-home flexibility after 90 days.
Competitive Benefits and Compensation Package:
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
401k with employer match
Tuition reimbursement program

Career development opportunities
Referral bonus for all successful full-time referrals
Annual opportunities for increases
Pay - The pay range for this position is $22.00 - $24.00 per hour. Actual salary is dependent on location, skills, education, experience and other business factors.
Our Culture:
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
ADA & EEO 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.