Are you an IT professional with impeccable integrity? Do you have a passion for serving others? Do you constantly strive for excellence? Are you a strong team player? Are you dedicated to learning, growing and improving your technical and professional skills? Are you humbly confident in your abilities?

If you answered “yes” to these questions, then you’ve found the right place to call home!

Who is Texas Systems Group?

Texas Systems Group (TXSG), founded in 2002 and based in Austin, TX, provides Managed Services, Private Cloud Data Center Hosting Services and IT Infrastructure Solutions to clients all over Texas and across the Nation.

Our reputation of providing Texas-friendly, honest & caring IT Services is only possible by hiring professionals who not only have impressive skills and qualifications, but also the ability to create trusted relationships with our employees, clients, and vendors.

Find a Passion, Not a Job

The Service Coordinator acts as the central hub of ticket coordination for our office, from ticket creation to assignment. In this role you will be responsible primarily for distributing tickets to team members based on availability, current ticket count and skill-set. You will also prioritize and regulate ticket escalations, coordinate onsite resources, and assist with phone triage.

This is a full-time, non-exempt hourly position, located in Austin, TX. 100% of this position is performed in-office providing phone and remote support.

Key Responsibilities

• Pre-process client service requests via phone and email, setting clear expectations for response time.
• Manage service ticket flow and lifecycle.
• Monitor resource schedules to ensure prompt responses to service requests.
• Coordinate and prioritize team members’ schedules.
• Triage and quickly respond to outage alerts.
• Review notifications and alerts related to data backups.
• Ensure adherence to client SLA and guarantees.
• Schedule internal and onsite technical resources on the ConnectWise dispatch portal.
• Establish and maintain effective working relationships with clients, IT staff, and vendors.
• Communicate with clients to keep them informed of incident progress, impending changes, or agreed-upon outages.
• Improve usage and increase productivity of IT support resources.
• Enter all work time and expenses into ConnectWise with detailed explanations.
• Track and maintain client inventory systems and hardware.
• Assist with preparation of new client workstations for delivery.
• Various reporting and administrative duties as assigned.

Qualifications:

• Strong written, verbal, and interpersonal communication skills.
• Strong troubleshooting, planning, time management, and execution skills.
• Ability to work independently with limited supervision and achieve individual and team goals.
• Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure, dynamic environment.
• Ability to multi-task and adapt to changes quickly.
• Quick learner with a passion to grow and continually improve.

Hours

• Monday-Friday 9am-6pm with an hour-long lunch break
• You may occasionally need to work after business hours to cover holidays, nights, and weekends.

Perks

• Full benefits package (medical, dental, vision)
• 401K Match after 90 days of employment
• Training allocation
• Internet, cell phone and gym reimbursements after 60 days of employment
• 10 days PTO per year
• 10 paid holidays per year
• 3 sick days per year 
• Stocked kitchen

Work Environment 

Physical requirements include the ability to lift/carry up to 35-40 pounds occasionally, visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment. Subject to standing, sitting, walking, climbing, crawling, bending, stooping, crouching, kneeling, pushing, pulling, reaching, twisting, balancing, repetitive motion, and squatting to perform the essential functions. Subject to exposure to variations in extreme heat and cold. 

This job description is intended to be generic in nature. It is not necessarily a comprehensive list of all duties and responsibilities. The essential duties, functions and responsibilities may vary based on the specific tasks assigned to the position. 

Texas Systems Group does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Hourly rate $15.00 to $16.00

For more information and to apply, visit http://www.txsg.com/careers/current-openings/