The Project / Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service and installation requests. This position also takes project ownership of small-sized projects to confidently direct and manage them from beginning to end and supports Senior Project Manager with assigned project tasks on larger projects. Projects involve IT Technologies (networking, Office 365, Cloud) and the like.
Essential Duties and Responsibilities:
Act as the single point of contact to the customer for all types of service and installation requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Schedule internal and field technical resources on the Company dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Work with the Project Management office to develop and communicate small to moderately sized project plans
Prepare weekly reports on project status and host status calls with the client and the technical team
Work with Project Accounting to ensure timely project, billing, and project cost vs. revenue tracking
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
Responsible for entering time and expenses as it occurs
Enter all work as service tickets into Help desk Ticketing System
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Must be available to work Monday through Friday, 8:00 a.m. to 5:00 p.m.
Bachelor’s Degree (B.A.) from four-year college or university preferably in the technology field (IT, engineering or project management)
Equivalent combination of education/job experience
Work experience in a project lead or technical lead capacity, including some project development, deployment and execution.
Must understand project management principles (managing) as well as a lifecycle methodology (process to do the work) and project cost and margins
Internal Number: DTAL4386
About All Lines Technology, Inc.
All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.
All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Advisor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.
All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted ad...visor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.
Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.