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Title

Help Desk Service Coordinator 

Category Information Technology  
Description

POSITION SUMMARY: The Help Desk Service Coordinator strives to ensure that patient care is supported by the most efficient and effective service delivery available through prioritizing service requests based on the severity of the issue, impact on patient care, and availability of service resources. Additionally, the Help Desk Service Coordinator ensures the maximum effectiveness of each service member by coordinating service schedules and supporting day to day operations.

REPORTS TO: IT Systems Director

ESSENTIAL RESPONSIBILITIES:

  • Evaluates service requests for Midwest Eye Consultants staff and assigns resources based on priority and age of request
  • Communicates with ticket and project contacts to clarify requests, schedule service activities, provide status updates, and verify issue resolution
  • Assists in maintaining technical staff service schedules
  • Escalates tickets to the Network Specialists, IT Systems Director, or external subject matter experts when indicated
  • Performs some configuration administration of the IT ticketing system and RMM tool, currently ConnectWise Manage and Automate
  • Assists in purchasing supplies / equipment and proactively maintains IT equipment inventory
  • Converts phone calls for service into tickets on behalf of the caller
  • Performs user access changes in identity management systems
  • Performs quality control analysis of service ticket documentation and returns incomplete service tickets to the technical staff for completion prior to closure
  • Other responsibilities as determined by the IT Systems Director

EDUCATION AND/OR EXPERIENCE:

  • High School graduate or general education degree (GED)
  • 1 year of experience in business communication such as email, call routing, or electronic customer service is preferred but not required

COMPETENCIES:

  • Excellent interpersonal, written, and verbal communication skills
  • Detail-oriented with good organizational skills
  • Ability to obtain knowledge and skill on the job or through educational courses
  • Remains calm, polite, professional, and courteous with people in high-pressure situations
  • Proactive, adaptable, with the ability to work under pressure to complete projects and meet deadlines in a fast-paced environment
  • Basic understanding of IT terminology

Starting Wage of $14 - $18 per hour, depending on experience

 
Position Requirements

PHYSICAL DEMANDS AND WORK ENVIRONMENT (per ADA guidelines):

  • Physical Activity: Must be able to sit for prolonged periods (50% of the time), fingering, talking, hearing
  • Physical Requirements: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body
  • The worker is required to have close visual acuity to perform each activity of the position

PERSONAL DEVELOPMENT:

  • Staff members are required to meet training expectations within their initial 90-day probationary period. This training includes instructional sessions on computer hardware/software used within MWEC and other job-specific responsibilities.
  • The organization encourages employees to actively participate in IT educational opportunities provided, recommended, and sponsored by MWEC.
 
Full-Time/Part-Time Full-Time  
Shift Days  
Pay Rate  
Position Status Full Time with Benefits  
Manages Others No  
Travel Required  
Position Help Desk Service Coordinator  
Exempt/Non-Exempt Non-Exempt  
Location Midwest Eye Consultants, Fort Wayne Area  
About the Organization The vision of the doctors and staff of Midwest Eye Consultants is to provide our patients with excellence in eye health care. In order to fulfill this vision, the doctors of Optometry and Ophthalmology, along with our technicians, opticians and patient services staff, embrace the ongoing evolution in eye care through expanded technology and knowledge. In addition, our doctors of optometry work hand in hand with doctors of ophthalmology, enabling us to provide both primary and secondary care.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
supervisorUID None Specified 


This position is currently not accepting applications.

To search for an open position, please go to http://MidwestEyeConsultants.appone.com



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