IT Service Coordinator

Align; New York (NY); Hybride; USD 60 000 - 70 000; Plein temps

Avantages offerts par ce poste

Comprehensive Medical, Dental, and Vis

HSA and FSA options

401(k) with company match

ClassPass membership

Generous PTO

Company-paid holidays

Cellphone Reimbursement

Floating Holiday

Pre-tax commuter benefits

Wellness programs

Employee referral program

Résumé du poste

Align seeks an IT Service Coordinator to join our Managed Services team in New York City. This hybrid, full-time position coordinates client support, schedules engineers, and keeps internal teams and clients informed. You’ll manage tickets, ensure processes are followed, and support VIP and project work.

The role requires strong organization, excellent communication, and a customer-service mindset. Benefits include full coverage, paid training, and performance-based bonuses.

Qualifications

• Strong organization, scheduling, and follow-up skills; ability to manage competing priorities.
• Excellent verbal and written communication skills and comfort working directly with clients.
• Customer service mindset with a professional, responsive approach to questions and issues.
• Ability to write clear documentation and SOPs.
• Attention to detail when tracking tickets, schedules, and outstanding tasks.
• Willingness to learn new tools, ask questions, and take ownership of assigned work.

Responsabilités

• Manage ticket flow in our IT Service Management Platform (ConnectWise).
• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk, NOC and IT Systems Administrators.
• Schedule support coverage for shifts within our NOC and ITSD, work to be performed at client sites, white glove / VIP support, and project work.
• Own tickets to ensure processes are followed, communication is clear, documentation is accurate, and tickets are closed out.
• Assist with generating reports related to client SLAs and assist with quarterly client Account Business Reviews (ABR).
• Drive customer service and client relationship initiatives.
• Any additional or alternative duties that are reasonably consistent with position as required.

Connaissances

Organization

Communication

Customer service

SOP writing

Documentation

Time management

Outils

ConnectWise

Microsoft Office / O365

Description du poste

Join the Team! Is technology your passion? Do you want to work with smart, forward-thinking individuals? Do you want to grow in a career you love? At Align, our professionals are the key to our success. We don’t just hire talent, we invest in exceptional people who are forward-thinking, results-driven, and passionate about what they do. We’re a group of tech-savvy professionals who are motivated by making an impact. Our culture is one of unbounded opportunity that celebrates the passions, skills and ideas of our team—work hard, play hard, be smart! We believe great communities lead to great companies. That’s why we offer a dynamic workplace where you feel inspired, engaged and innovative. We offer professionals opportunities to train in the leading technologies, make an impact within the industry and acquire valuable new skills whether on client sites or in one of our regional offices.

Position Overview

Align seeks an IT Service Coordinator to join our Managed Services team. This is a great opportunity for a recent graduate or someone early in their career who is organized, communicates well, and enjoys working with clients. This role will help coordinate client support, schedule engineers, manage ticket flow, and keep clients and internal teams informed. We’re looking for someone who can manage multiple moving pieces, follow through on tasks, and stay detail-oriented in a fast-paced environment.

• This hybrid position will report to our Midtown Manhattan Office in New York City approximately twice a week
• This is a full-time position offering full benefits, a salary in the $60K to $70K range, paid training, and performance-based bonuses

Responsibilities

• Manage ticket flow in our IT Service Management Platform (ConnectWise)
• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC and IT Systems Administrators
• Schedule support coverage for shifts within our NOC and ITSD, work to be performed at client sites, white glove / VIP support, and project work
• Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out
• Assist with generating reports related to client SLAs and assist with quarterly client Account Business Reviews (ABR)
• Drive customer service and client relationship initiatives
• Any additional or alternative duties that are reasonably consistent with position as required

Qualifications

• Strong organization, scheduling, and follow-up skills, with the ability to manage competing priorities
• Excellent verbal and written communication skills and comfort working directly with clients
• A customer service mindset, with a professional, responsive approach to questions and issues
• Ability to write clear documentation and standard operating procedures (SOPs)
• Attention to detail when tracking tickets, schedules, and outstanding tasks
• Proficiency in Microsoft Office / O365
• Willingness to learn new tools, ask questions, and take ownership of assigned work

Preferred Qualifications

• Experience in customer service, scheduling, administrative support, or project coordination through work, internships, or school activities
• Exposure to IT support or ticketing systems such as ConnectWise is a plus, but not required

To support a fair, consistent, and high-quality hiring experience, some interviews may be recorded. These recordings help our team focus fully on the conversation at hand, rather than note-taking, and allow us to better evaluate and improve our recruitment process. Recordings are used solely for internal purposes such as training, quality assurance, and process improvement. Candidates will be informed in advance and asked to provide consent before any recording takes place.

Tier 1

Benefits and Perks

• Comprehensive Medical, Dental, and Vision coverage
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) plan with a dollar-for-dollar company match at 3% up to an annual maximum of $5k.
• Complimentary ClassPass membership to support your health and wellness goals
• Generous Paid Time Off (PTO)
• Company-paid holidays
• Cellphone Reimbursement Program
• Floating Holiday to celebrate a day that is meaningful to you
• Pre-tax commuter benefits, where applicable
• Employee wellness programs, events, and team-building activities
• Employee referral program

Align is a premier global provider of technology infrastructure solutions. Align specializes in designing and deploying technology infrastructure solutions from the data center to the desktop as well as providing managed IT services for clients. Our professional services team, which includes Data Center Solutions, provide strategic consulting, design, project management, engineering, implementation and support. Our best-in-class Managed Services team provides IT services and cybersecurity advisory for clients within the Alternative Investment industry. Align is a Microsoft Tier 1 Cloud Solutions Provider (CSP) and Gold Partner. Our client centric approach and passion for driving IT innovation has enabled us to provide tailored solutions and business transformations for over three decades. Leading firms have relied on Align to provide forward-thinking technology strategies that support their current and future business needs. Our teams have flawless track records of delivering technical solutions and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients. We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications.

For more information, visit: www.align.com