Service Desk Technical Coordinator

The Service Desk Technical Coordinator role focuses on optimizing organizational efficiency. Reporting to the Service Desk Manager and working closely with Service Desk Leads and Support Specialists, the Service Desk Technical Coordinator will drive best practices in Service Desk standards and guidelines. The Service Desk Technical Coordinator will play a critical role in organizing, leading, documenting, tracking, and driving the team's activities, internally and across departments, to meet our support and project commitments. While this position requires the use of excellent customer service skills and a strong technical aptitude to solve user issues in a dynamic environment, it is not an IT role and does not involve the direct support of computers or IT infrastructure.

Qualifications Required- Education and Experience:

• Bachelor's degree in technological field or commensurate relevant experience
• 1-3 years of Service Desk, Help Desk, or Technical Support coordination experience

Position-specific Qualifications:

• Strong oral and written communication skills
• Strong organizational skills and attention to detail
• Strong curiosity, desire, and aptitude for learning new things
• Strong customer service skills - courteous and professional in person and on the phone
• Strong Excel experience (use of formulas, pivot tables, and creation of dashboards)
• Strong meeting presentation and hosting experience
• Able to think critically, problem-solve, and take the initiative to resolve issues
• Able to develop reports on datasets given requirements
• Able to develop small to medium size project plans and drive to completion 
• Able to research ambiguous information and create clear and accurate processes or KBAs
• Able to remain flexible and adjust plans to accommodate the dynamic nature of an ever-changing environment
• Experienced in documenting issue details in a ticketing system
• Experienced in adapting to dynamic work processes
• Experienced in addressing diverse client needs within defined guidelines
• Experienced with Microsoft Office Suite (particularly Word, Excel, PowerPoint, Outlook)
• Tact and discretion when working with clients and confidential information
• Familiar with general information security practices
• Able to work regularly scheduled early start times, including some weekends

Additional Qualifications:

• Able to prioritize tasks and meet deadlines in a fast-paced environment
• Able to work independently and in a team-oriented environment
• Familiar with the data security principles and best practices needed to administrate data access controls and the handling of sensitive data such as PII and PHI
• Familiar with the technical writing and technical documentation process

Qualifications Desired:

• Interest in health and social policy

Job Functions and Responsibilities:

• To remain current with the Service Desk's practices, challenges, and security focus, the Service Desk Technical Coordinator will complete the standard regimen of training for Support Specialists and maintain a 25% user support workload.  Additional responsibilities will include creating reports, tracking of support queues, and assisting with internal projects designed to improve the user experience and overall system security as well as organizing the team's activities, internally and across departments, to meet their support and project commitments.  The challenge and excitement of this role lies in the flexibility it requires.

Under general supervision, the Service Desk Technical Coordinator performs some combination of the following job functions:

• Work across technical teams to understand their support needs and workflows
• Coordinate Service Desk project timelines and deliverables to ensure the team's success and achievement of SLAs
• Manage multiple work streams under compressed timeframes
• Handle communication with other teams, including scheduling, tracking and reporting on meetings
• Identify gaps or shortcomings in processes and make improvements
• Develop, implement, and maintain standard operating procedures for programs overseen by the Service Desk
• Draft project status reports, support metrics, and summaries for team progress updates
• Answer company help lines and emails for general Service Desk support services within defined service-level agreements
• Establish, manage, and troubleshoot user access to sensitive data in accordance with government, business, and company data security policies and procedures
• Provide technical assistance to website users for multiple project websites using established troubleshooting guidelines
• Resolve common issues related to user authorization, access management, secure data management, account configuration, and general usage, escalating more complex issues according to internal guidelines
• Monitor and enforce data transfers between information systems, certify appropriate data access, and enforce the company's data security requirements
• Assist in reviewing, maintaining, and improving internal support documentation
• Communicate end user needs and feedback to appropriate team members
• Conduct a variety of user outreach activities by phone and email
• Understand established website rules of behavior and use good judgment in identifying and internally reporting potential violations or suspicious activity
• Develop an understanding of the propriety architecture and tools of the Acumen system to identify and internally report potential violations or suspicious activity

In addition, the Service Desk Technical Coordinator:

• Complies with company policies and with applicable laws and regulations
• Demonstrates professionalism in the workplace
• Performs other duties as assigned

$60,257 - $70,158 a year

The salary range for this position is $60,257-$70,158.

 

Please note, this position is available in our Burlingame, CA office.

 

Please upload all documents requested in the application. We are excited to review your application and look forward to seeing how you can contribute to our mission!