JOB OPPORTUNITY #: 890-1170
SERVICE COORDINATOR - IT
IT ADMINISTRATION

Responsibilities:

Answers service desk phone and emails; creates and assigns service-requests; responds to customer's requests as appropriate; provides direction and updates as directed. Coordinates new user computer requests; works closely with IT and GIS managers to meet customer service expectations; follows up with customers to provide information and coordinate further action; maintains communications between IT employees and end-users to maximize customer service levels. Assists with coordination of software and hardware maintenance contracts; works directly with vendors to obtain quotes; assists with processing and receiving orders for computer equipment and printer supplies. Coordinates and maintains hardware and software inventory system; tracks equipment moves for all locations; coordinates computer equipment reservations. Monitors customer service operation and provides statistical analysis; recommends productivity changes and improves customer satisfaction levels using various data sources, such as customer satisfaction surveys and service-request system; helps develop strategies and techniques to enhance the department's effectiveness. Works directly with technical support staff in helping troubleshoot service issues and resolve customer dissatisfaction. Creates and presents reports along with county-wide newsletters regularly. Assist in the mail room as needed.