Technical Operations Coordinator

BlueTower Technical; City of Rochester (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

BlueTower Technical in Rochester, NY, is seeking a Technical Operations Coordinator. This role focuses on customer service coordination, acting as the primary link between clients and technical support resources. Key responsibilities include scheduling IT requests, monitoring service orders, and collaborating with technical resources.

The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and must have experience in high-volume task management. A proactive, organized, and self-directed approach is essential in this fast-paced environment.

Qualifications

• Minimum of 1 year in an equivalent role.
• Experience handling a high volume of small tasks.
• Ability to process and retain key information from multiple sources.

Responsibilities

• Coordinate and schedule all IT requests.
• Perform dispatch duties and delegate work to technical resources.
• Monitor and maintain all open service orders.

Skills

Excellent written and verbal communication skills

Problem solving

Decision-making

Proactive collaboration

Typing proficiency of at least 60 wpm

Tools

Ticketing software

Microsoft Office

Job description

Job Description

The ideal candidate is highly focused, personable, comfortable in a fast‑paced environment, able to exercise independent judgment, and has outstanding listening and critical thinking abilities. This is a full time position. The Technical Operations Coordinator focuses on customer service and coordination for clients and colleagues – the primary link between clients and technical support resources.

Responsibilities

• Coordinate and schedule all IT requests from phone, email, website, help desk tickets, etc.
• Perform dispatch duties and delegate necessary work to technical resources.
• Direct incoming calls from clients and vendors to the most relevant colleague.
• Ask relevant, insightful questions to determine issue nature and enter thorough notes, preparing technical resources for success.
• Monitor and maintain all open service orders (in‑house, onsite, other), following up with employees and customers as needed.
• Advance tasks toward resolution by reviewing open cases in the ticketing system.
• Coordinate schedules of technical resources considering SLA, travel time, and task complexity.
• Collaborate with technical resources to determine best resolution approach.
• Manage client expectations regarding estimated costs, time, and work implications such as downtime.
• Track and monitor inventory and assets; ensure technical resources have required equipment and that tickets are updated with proper billing info.
• Perform administrative tech support tasks such as password resets, baseline workstation configuration, email troubleshooting, and more; receive ongoing training.

Qualifications

• Minimum of 1 year in an equivalent role.
• Experience handling high volume of small tasks.
• Experience with ticketing or time management software.
• Ability to receive, process, and retain key information from multiple sources.
• Excellent written and verbal communication skills.
• Self‑directed, analytical, organized in a constantly changing environment.
• Ability to identify pain‑points and improve processes.
• Ability to learn new software.
• Typing proficiency of at least 60 words per minute.
• Competency with Microsoft Office products.
• Skilled in problem solving, decision‑making, planning, and sound judgment.
• Proactive collaborator in a team environment.

EEO Statement

All information will be kept confidential according to EEO guidelines.