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IT Help Desk Scheduling Coordinator

Company: Lloyd Group
Location: New York
Posted on: February 25, 2021

Job Description:

Founded in 1995, Lloyd is an IT consulting and services firm focused on client strategy, relationships, and responsiveness. Our commitment to our clients is to humanize their technology experience, to free them to build their businesses by taking the headaches out of technology for them. Our commitment to our Lloydians is to ensure that they succeed professionally and personally, which includes a balanced work and personal life. Why Work for Lloyd Lloyd was founded to create opportunities for our community to learn, earn, and live better. We strive to provide exceptional experiences for our clients by focusing on our Lloydians first. Through education, teamwork, and a fun work environment, our benefits are designed to promote a happier, healthier life balance. Along with traditional benefits like 401(k) with employer matching and paid time off, Lloyd offers a work from home policy (including Work from Home Fridays!), cell phone plan reimbursement, monthly Recognition Lunches, certification and education reimbursement, and more! We value our employees and have many programs in place to hear their feedback. Some stats include:

  • 4.4--out of 5 stars on Glassdoor!
  • Lloydian Net Promoter Score of 49, from a scale of -100 to 100 (this is updated quarterly from our Lloydian pulse survey; a--Technology Firm benchmark is 28)
  • Our Average Manager Tenure is over 10--years at Lloyd!
  • Our Average Lloydian Tenure is over 5 years at Lloyd! About the Role The Service Desk Scheduling Coordinator--is responsible for scheduling service requests and communicating statuses with our community. This person handles organization, task management, and multitasking with ease. Their communication skills are on point, being able to triage service requests as they come in and assign them to the appropriate level service desk analyst, and effectively update our clients and team members on the status of open requests or scheduling items. The Scheduling Coordinator will often complete level 1 type service requests directly, including password resets or quick troubleshooting tasks. They work well with team members and collaborate constantly, ensuring clients and analysts are set up for success. This is a great introductory role for service desk analysts or anyone looking to strengthen their roots in the IT industry. Essential Functions
    • Uses expertise to research and resolve level 1 technical issues via incident management procedures (ITIL based) with proper communication and documentation.
    • Ensures that all work performed is documented in ConnectWise. This must be done in a timely, accurate and detailed manner.
    • Ensures documentation within ITGLUE is accurate and current.
    • Completes project work assigned by Manager.
    • Communicates with team, management and where appropriate the client, any pertinent information relevant to the task at hand.
    • Prepares client executive summary documents.
    • Monitors resources to ensure activities from the previous day were completed, the current day is on schedule, and the next day is scheduled and clients/analysts are notified.--
    • Confirms network downtime with clients and Lloyd staff.
    • Responsible for daily and weekly reporting on high priority issues, analyst schedules, and relevant information. Qualifications
      • Bachelor's degree in Computer Science or related field preferred
      • 2-3 years' experience, including previous internship experience
      • All-star verbal and written communication skills
      • Call Center Experience preferred
      • Desire to be a Lloydian and develop lasting relationships in our community
      • Client focus with an ability to maintain relationships and resolve client conflicts
      • Detail oriented; follow established policies and procedures Preferred Technical Knowledge
        • Microsoft Windows XP, Vista, 7,8, 10
        • MAC
        • Microsoft Office, Office 365
        • Anti-virus/Malware/Spyware Software
        • Remote Desktop Technologies
        • TCP/IP, DNS, DHCP, WAN, LAN, VOIP, WLAN
        • Server Experience
        • FW Experience
        • Active Directory
        • Data Backup Join the Lloyd Community We're excited that you are interested in being part of the Lloyd story. Please join the Lloyd community online via Linkedin (/lloyd), Facebook (@Lloyd), Instagram (@lloydgroup_it) and Twitter (@lloydgroup). Here you'll find useful information about Lloyd, tech culture, industry news, and available opportunities to be a Lloydian.-- Who referred you to this position? Enter their first and last name here. Desired salary* In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!* 150 What is your experience with Active Directory? What tasks are you comfortable handling in Active Directory (e.g. adding/terming users, adding users to group policies, establishing group policies, etc.)?* Please describe your experience troubleshooting firewalls, routers, switches, and WAPs.* Do you have any relevant certifications that you would like us to be aware of? If so, please list them out.* What is your experience troubleshooting servers in a production environment?* Please describe your experience handling on-call shifts.* What is your experience with remote troubleshooting? What remote connection tools or applications are you comfortable working with?* Are you open to working a modified shift (e.g. a 2PM-11PM shift or a Tuesday-Saturday work week)? Please note that most positions at Lloyd follow a standard work week and schedule (Monday-Friday (9AM-6PM)).*

Keywords: Lloyd Group, New York , IT Help Desk Scheduling Coordinator, Other , New York, New York

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