Service Desk Coordinator

🕒 Julho 15

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NetCov

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

🏥 Saúde

🔒 Cibersegurança

💰 Private equity em 2022-11

Consulting • Healthcare • Cybersecurity

A NetCov é uma empresa de TI gerenciada e cibersegurança que oferece serviços gerenciados de TI, soluções em nuvem, gestão de conformidade, consultoria orientada por IA e cibersegurança para empresas de diversos setores. Com cerca de 30 anos de experiência, mais de 350 funcionários e parcerias com provedores como AWS e Microsoft, a NetCov foca em suporte de TI seguro, escalável e centrado nas pessoas, conformidade regulatória (incluindo prontidão CMMC/NIST) e automação habilitada por IA para organizações como empresas de AEC, cooperativas de crédito, contratantes de defesa, empresas apoiadas por private equity e organizações sem fins lucrativos.

Descrição

• Manage incoming support requests via phone, email, and ticketing system. • Prioritize and assign tickets to appropriate technicians based on skillset and urgency. • Monitor ticket resolution times and ensure adherence to SLAs. • Track and report on key performance indicators (KPIs) related to help desk performance. • Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team. • Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks. • Coordinate field tech dispatches, validating onsite times and hardware needed. • Ensure that all customer inquiries and complaints are addressed promptly and professionally. • Build and maintain positive relationships with end-users. • Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.

🎯 Requisitos

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable. • 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position. • Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable. • Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security. • Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired. • Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless.

🏖️ Benefícios

• Health insurance • Retirement plans • Paid time off • Professional development opportunities