Help Desk Coordinator

TRG; Westlake (OH); On-site; USD 25,000 - 34,000; Full time

Job summary

TRG is seeking a Contract Helpdesk Coordinator in Westlake, OH to handle incoming emails and tickets for desktops, laptops, and mobile devices. You will document resolutions to maintain customer satisfaction and support the internal team in a fast-paced environment.

Responsibilities include ticket management, system updates, building shipping labels, and coordinating with vendors. A high school diploma and strong communication skills are required; 75% stationary work, may require flexible hours.

Qualifications

• High school diploma or equivalent is mandatory.
• Excellent oral and written communication skills to maximize client responsiveness.
• Well-developed interpersonal skills to maximize vendor responsiveness.
• Excellent problem-solving skills and attention to detail.
• Proficient in Microsoft 365 (Word, Excel, Teams, Outlook).
• Knowledge of ServiceNow is a plus.

Responsibilities

• Support for system updates.
• Device new order status.
• Ticket management on behalf of end users.
• Ensure all open issues and requests are resolved in the time frame designated for each client and maintain progress and resolutions in the system.
• Ability to make outbound calls to verify information or questions when needed.
• Support the internal team to work exception tickets with mobility vendors.
• Generating Return Shipping Labels as needed.
• Working within multiple customer/internal platforms.

Skills

Organized

Communication skills

Interpersonal skills

Problem-solving

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft 365

ServiceNow

Job description

The CONTRACT Helpdesk Coordinator handles incoming emails, and helpdesk tickets from customer associates regarding desktops; laptops; mobile devices, etc. on issues and support. This role documents and provides resolutions in a timely manner to maintain customer satisfaction.

THIS IS A CONTRACT ROLE ESTIMATED TO LAST 3-6 MONTHS.

Responsibilities

• Support for system updates.
• Device new order status.
• Ticket management on behalf of end users.
• Ensure all open issues and requests are resolved in the time frame designated for each client and maintain progress and resolutions in the system.
• Ability to make outbound calls to verify information or questions when needed.
• Support the internal team to work exception tickets with mobility vendors.
• Generating Return Shipping Labels as needed.
• Working within multiple customer/internal platforms.

Qualifications

• Organized, detail-oriented and able to handle multiple tasks simultaneously.
• Excellent oral and written communication skills to maximize client responsiveness and develop a working relationship with internal departments.
• Well-developed interpersonal skills to maximize vendor’s responsiveness and to develop a cooperative working relationship.
• Excellent problem-solving skills and attention to detail.
• Proficient in Microsoft 365 (Word, Excel, Teams, and Outlook).
• Knowledge of Service Now a plus.
• High school diploma or equivalent mandatory.
• Ability to take and pass a background check.

Performance Requirements

• Must maintain regular and reliable attendance to the satisfaction of management.
• Must be able to operate a computer and other position related technologies.
• Must be customer focused and detail oriented.
• Must be able to work in a fast-paced environment while prioritizing and managing multiple responsibilities.
• Must be able to work flexible hours as needed.
• Must be able to clearly and confidentially communicate with TRG employees, customers, and other stakeholders.
• Must always adhere to all TRG Values at all times

Physical Requirements

• Must be able to remain in a stationary position 75% of the time.
• Must be able to access work locations.
• Must be able to visually read written and digital information.
• M ust be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures.
• Must be able to receive detailed information through oral communication.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.