IT Service Coordinator

Location: Oshkosh, WI Department: IT

Type: Full Time

Rhyme is a leading provider of IT services, office technology and products. We’re committed to solving all of our clients’ needs and providing them with the best customer experience by having the best people on our team.

We are currently seeking an experienced IT Service Coordinator for Oshkosh, WI to join our team and service our clients. This is the perfect opportunity for an individual who has excellent customer service, organization, and enough technical know-how required to prioritize various technical projects, alerts and customer reported issues.

BENEFITS:

8 hours of paid time off to volunteer in your community.
Tuition reimbursement program - If want to go back to further your education, Rhyme will help with $5k covered per calendar year.
Comprehensive benefits package that includes: Medical, Dental, Vision, HRA, Life, Disability and 401k (w/ competitive match).
Annual company events (picnics, holiday parties, and sports outings) to get to know your teammates.
Rhyme University Training and onboarding plans to prepare you for success.
A team of talented coworkers who support your efforts and care about your accomplishments.

RESPONSIBILITIES:

Respond to incoming requests received from emails and phone calls and create electronic service tickets as requested by clients and internal personnel.
Prioritize, assign, and schedule service tickets and project work to appropriate technical resources, considering geographic location and skills and knowledge, maximizing productivity.
Ensure Service Level Agreements and response times are met.
Perform initial troubleshooting steps over the phone and document results.
Communicate and follow-up with clients on technical resource availability and scheduling.
Communicate with Client Managers and management regarding any client situation outside normal services ie complaints, change of contacts or other business structure.
Work with technical resources and the IT Procurement Specialist to order parts or equipment required to fulfill service requests.
Facilitate warranty parts replacement / return.
Monitor and verify the accuracy of ticket time entries.
Create service invoices based on ticket time entries.
Utilize software to produce reports and other information as requested internally and externally.
Contribute accurate, meaningful data to internally used CRM, PSA and other software products.
Other duties as assigned.

EXPERIENCE:

Associate Degree in an IT related discipline and/or equivalent experience in a similar role (5 + preferred).
Excellent customer service and communication skills, both written and verbal.
Ability to learn and utilize various software packages.
Ability to thrive in a fast-paced environment and balance multiple priorities.
Strong focus and attention to detail.
Ability to be assertive and direct the work of others.
Advanced use of Microsoft Word, Excel and other data analytics tools.