IT Service Coordinator
Sonic Systems Inc.
Sonic Systems Inc.
Victorville, CA Victorville, CA Full-time Full-time $20 - $25 an hour $20 - $25 an hour 1 day ago 1 day ago 1 day ago POSITION Overview:
The Service Coordinator role will be instrumental in guaranteeing the seamless execution of our help desk operations, certifying that all service and project tickets adhere to Service Level Agreement (SLA) specifications, and maintaining transparent communication with clients throughout the process.
Your role will also encompass the development, documentation, and implementation of processes and procedures, along with the monitoring of KPIs and the provision of insightful feedback to management.
This position demands strong leadership qualities and exceptional English communication skills.
Compensation includes medical, vision, dental, and retirement plans where possible for a full time 40-hour workweek.
Schedule is based around office hours of the business which are 8am - 5pm Monday-Friday with all major holidays off.
Qualifications:
A minimum of 5 years of experience (or equivalent) in IT support or service desk management.
Proven leadership and interpersonal skills, with a track record of managing and inspiring teams.
Excellent English written and verbal communication abilities.
Proficient problem-solving and decision-making skills.
Familiarity with ITIL and experience implementing IT service management best practices for service delivery as well as project planning and development.
Communication skills:
Excellent English speaking and writing skills, with the ability to explain complex technical issues to non-technical users.
Strong analytical and troubleshooting abilities, with a proactive approach to problem resolution.
Security and compliance:
Familiarity with IT security best practices, vulnerability management, and industry compliance standards, such as HIPAA, PCI, NIST, and similar standards.
Time management:
Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
Responsibilities:
Oversee daily help desk operations and ensure compliance with SLA requirements.
Collaborate, communicate, and direct support team members while maintaining a respectful and positive atmosphere for the entire team.
Maintain clear and consistent communication with clients during the entire ticket resolution process.
Formulate, document, and enforce processes and procedures as necessary.
Plan, schedule, and assign tickets and resources for projects.
Analyze KPIs to guarantee client needs are satisfied and to identify opportunities for improvement.
Offer constructive feedback to management regarding enhancements to service delivery and client satisfaction.
Serve as the initial point of escalation for clients expressing concerns about service delivery or support.
Strategically coordinate the scheduling of on-site and remote services, delegating the most appropriate technician based on client requirements, urgency, and route optimization.
Find and develop best practices to aid in effective service delivery.
Maintain pulse on client satisfaction, addressing shortcomings and issues directly where applicable and escalating to higher management when deemed necessary.
Maintain notes and participate in management meetings on team performance, service delivery, client satisfaction, and all generally related aspects of the support team.
Provide leadership and guidance to technical team members in solving service ticket issues.
Identify recurrent problems and assist with other resources to resolve them in a permanent manner.
Physical Expectations:
Position requires prolonged or intermittent sitting, standing, walking on level, uneven, or slippery surfaces, reaching, twisting, turning, kneeling, bending, stooping, squatting and crouching.
Grasping, repetitive hand movement and fine coordination in preparing reports and using computer equipment in the performance of daily duties.
Near and far vision when reading correspondence and using a computer Acute hearing is required when providing phone service and communicating in person.
The need to lift and carry equipment related to the day to day job weighing up to 50lbs is required.
Working Conditions:
The noise level in the work environment is usually quiet to moderate If working with clients on site, some environments may be active with client staff during business hours, so a good sense of surroundings is always critical for safety.
OTHER EXPECTATIONS:
Consistent rules and expectations:
Remote employees are subject to the same policies, expectations, and performance standards as in-house employees, ensuring consistency across the organization.
Clean work environment:
Remote employees are required to maintain a clean, organized, and clutter-free workspace to promote productivity, professionalism, and a healthy work atmosphere.
Data and equipment security:
Company-related data and equipment must remain securely within your designated workspace to protect sensitive information and maintain compliance with data security protocols.
Removing company data or equipment from your workspace is strictly prohibited.
Punctuality:
Employees must demonstrate punctuality and timeliness for all work shifts, meetings, and client appointments.
This commitment to punctuality ensures seamless collaboration and efficient communication with team members, clients, and stakeholders.
COMPENSATION And
Benefits:
This full-time role offers a competitive salary for a 40-hour workweek, with internal promotion prioritization and advancement opportunities based on performance.
Regular six-month evaluations may lead to salary increases.
New hires undergo a 90-day probationary period, with monthly feedback meetings and a final evaluation.
A permanent position may be offered based on a successful probationary period.
Pay rates consider factors such as experience, attendance, work quality, and more.
Schedule is based around office hours of the business which are 8am - 5pm Monday-Friday with all major holidays off.
We provide a comprehensive compensation package including competitive salaries, a professional growth-focused environment, paid time off, continuing education support, and a robust benefits package with medical, vision, dental, and life insurance.
Job Type:
Full-time Pay:
$20.
00 - $25.
00 per hour
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Schedule:
Monday to Friday Ability to commute/relocate:
Victorville, CA 92395:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
2 years (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Sonic Systems Inc.
Victorville, CA Victorville, CA Full-time Full-time $20 - $25 an hour $20 - $25 an hour 1 day ago 1 day ago 1 day ago POSITION Overview:
The Service Coordinator role will be instrumental in guaranteeing the seamless execution of our help desk operations, certifying that all service and project tickets adhere to Service Level Agreement (SLA) specifications, and maintaining transparent communication with clients throughout the process.
Your role will also encompass the development, documentation, and implementation of processes and procedures, along with the monitoring of KPIs and the provision of insightful feedback to management.
This position demands strong leadership qualities and exceptional English communication skills.
Compensation includes medical, vision, dental, and retirement plans where possible for a full time 40-hour workweek.
Schedule is based around office hours of the business which are 8am - 5pm Monday-Friday with all major holidays off.
Qualifications:
A minimum of 5 years of experience (or equivalent) in IT support or service desk management.
Proven leadership and interpersonal skills, with a track record of managing and inspiring teams.
Excellent English written and verbal communication abilities.
Proficient problem-solving and decision-making skills.
Familiarity with ITIL and experience implementing IT service management best practices for service delivery as well as project planning and development.
Communication skills:
Excellent English speaking and writing skills, with the ability to explain complex technical issues to non-technical users.
Strong analytical and troubleshooting abilities, with a proactive approach to problem resolution.
Security and compliance:
Familiarity with IT security best practices, vulnerability management, and industry compliance standards, such as HIPAA, PCI, NIST, and similar standards.
Time management:
Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
Responsibilities:
Oversee daily help desk operations and ensure compliance with SLA requirements.
Collaborate, communicate, and direct support team members while maintaining a respectful and positive atmosphere for the entire team.
Maintain clear and consistent communication with clients during the entire ticket resolution process.
Formulate, document, and enforce processes and procedures as necessary.
Plan, schedule, and assign tickets and resources for projects.
Analyze KPIs to guarantee client needs are satisfied and to identify opportunities for improvement.
Offer constructive feedback to management regarding enhancements to service delivery and client satisfaction.
Serve as the initial point of escalation for clients expressing concerns about service delivery or support.
Strategically coordinate the scheduling of on-site and remote services, delegating the most appropriate technician based on client requirements, urgency, and route optimization.
Find and develop best practices to aid in effective service delivery.
Maintain pulse on client satisfaction, addressing shortcomings and issues directly where applicable and escalating to higher management when deemed necessary.
Maintain notes and participate in management meetings on team performance, service delivery, client satisfaction, and all generally related aspects of the support team.
Provide leadership and guidance to technical team members in solving service ticket issues.
Identify recurrent problems and assist with other resources to resolve them in a permanent manner.
Physical Expectations:
Position requires prolonged or intermittent sitting, standing, walking on level, uneven, or slippery surfaces, reaching, twisting, turning, kneeling, bending, stooping, squatting and crouching.
Grasping, repetitive hand movement and fine coordination in preparing reports and using computer equipment in the performance of daily duties.
Near and far vision when reading correspondence and using a computer Acute hearing is required when providing phone service and communicating in person.
The need to lift and carry equipment related to the day to day job weighing up to 50lbs is required.
Working Conditions:
The noise level in the work environment is usually quiet to moderate If working with clients on site, some environments may be active with client staff during business hours, so a good sense of surroundings is always critical for safety.
OTHER EXPECTATIONS:
Consistent rules and expectations:
Remote employees are subject to the same policies, expectations, and performance standards as in-house employees, ensuring consistency across the organization.
Clean work environment:
Remote employees are required to maintain a clean, organized, and clutter-free workspace to promote productivity, professionalism, and a healthy work atmosphere.
Data and equipment security:
Company-related data and equipment must remain securely within your designated workspace to protect sensitive information and maintain compliance with data security protocols.
Removing company data or equipment from your workspace is strictly prohibited.
Punctuality:
Employees must demonstrate punctuality and timeliness for all work shifts, meetings, and client appointments.
This commitment to punctuality ensures seamless collaboration and efficient communication with team members, clients, and stakeholders.
COMPENSATION And
Benefits:
This full-time role offers a competitive salary for a 40-hour workweek, with internal promotion prioritization and advancement opportunities based on performance.
Regular six-month evaluations may lead to salary increases.
New hires undergo a 90-day probationary period, with monthly feedback meetings and a final evaluation.
A permanent position may be offered based on a successful probationary period.
Pay rates consider factors such as experience, attendance, work quality, and more.
Schedule is based around office hours of the business which are 8am - 5pm Monday-Friday with all major holidays off.
We provide a comprehensive compensation package including competitive salaries, a professional growth-focused environment, paid time off, continuing education support, and a robust benefits package with medical, vision, dental, and life insurance.
Job Type:
Full-time Pay:
$20.
00 - $25.
00 per hour
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Schedule:
Monday to Friday Ability to commute/relocate:
Victorville, CA 92395:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
2 years (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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