IT Support Scheduler

Position Summary:

Joining the WIN team as an IT Support Scheduler is an integral role within the IT Services department.

As an IT Support Scheduler, you will participate as a member of our Support Desk, being the first point of contact for our customers. This position requires a highly motivated team player who enjoys learning and being part of a forward thinking and client service-oriented culture.  The IT Support Scheduler will be supporting our services team in the delivery of systems and infrastructure management, working directly with clients across the globe.  This position will also be responsible for organizing and prioritizing work using our support tools and systems. 

Primary Responsibilities:

• Provide excellent customer service by being the first point of contact to clients (internal and external).
• Use ticketing system to promptly respond to customer requests and issues. 
• Ability to properly interpret communications, both verbal and written.
• Ability to organize and prioritize work.
• Monitor internal and client infrastructure for potential problems and communicate issues.
• Follow documented procedures.
• Perform any additional job-related duties needed to help drive our vision, fulfill our mission, and provide our customers with industry leading customer service.

Technical Sills:

Familiarity with the Technical Skills below:

• Basic understanding of networking (Switching, Routing, firewalls)
• Desktop/laptop support
• Email systems
• Server concepts
• Cybersecurity concepts

Critical Job Competencies:

Composure - Remains calm and clear headed in difficult situations. Can be relied upon to hold things together and be a calming influence. Effectively handles stress.

Organized - Manages resources to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information in a useful manner.

Meeting Standards - Commitment to following and meeting standards set by the organization. Understanding of the requirements established and commitment to work a task to completion.

Compassionate Listening - Attentively listening to what is said. Be open to hear others input without bias and clarify for understanding.  Able to step back and regulate one's emotions and reactions in the face of adversity to achieve goals.

Resource Allocation - Aligns and prioritizes assets to support the organization’s strategic goals. Balances competing priorities in the most effective manner to maximize assignment of limited resources.

Qualifications:

High school diploma or GED. Associate degree in Telecommunications, Engineering, Computer Science or equivalent industry experience a plus.