We are seeking a Technology Support Coordinator to join our team. This Technology Support Coordinator role will involve leading daily IT support operations triaging and resolving incidents mentoring technical staff and ensuring high-quality service delivery across enterprise environments. The ideal Technology Support Coordinator will have experience in multi-platform IT operations help desk processes supervisory leadership ticketing systems and customer service excellence along with a passion for delivering reliable and efficient enterprise IT support solutions. This Technology Support Coordinator will act as the primary escalation point for complex incidents while driving continuous improvement initiatives. The Technology Support Coordinator will also collaborate cross-functionally to enhance workflows maintain SLA compliance and ensure seamless IT service operations.
Job Title: Technology Support Coordinator
Location: Ocoee FL (On-site)
Duration: 816 Hours
Job Description: The Technology Support Coordinator is responsible for overseeing the daily operations of the IT support team ensuring efficient triage and routing of incoming service requests and delivering an exceptional customer service experience. This role functions as the first level of management within data center or enterprise operations and works under general direction from middle-level management.
The position involves leading technical staff resolving escalated incidents coordinating service delivery efforts supporting audiovisual and video conferencing setups and driving operational excellence through reporting documentation and performance monitoring.
Key Responsibilities: Manage day-to-day activities of the IT support team including prioritizing requests delegating tasks monitoring ticket queues and reporting trends (including security incident awareness).
Serve as the primary escalation point for customer service-related issues and complex technical incidents.
Train mentor and support technical staff while fostering a collaborative and high-performance team environment.
Monitor track and assist with inventory management for the IT cost center.
Perform Quality Assurance on customer incidents (onsite and remote) to ensure Service Level Agreements (SLAs) are consistently met.
Analyze and improve workflows processes and documentation to enhance operational efficiency and customer satisfaction.
Maintain and update the IT knowledge library to ensure accurate and accessible support documentation.
Collaborate with other IT departments to ensure prompt resolution and communication regarding service tickets.
Coordinate and schedule audiovisual setups and video conferencing support.
Travel to remote locations to provide IT support as required.
Perform additional duties as assigned.
Required Education: Associate s or Bachelor s Degree in Computer Science Information Systems or a related technical field or equivalent work experience.
Required Experience: Minimum 5 years of IT work experience in computer operations within multi-platform enterprise environments.
Minimum 2 years of customer service and quality assurance experience.
Minimum 1 year of supervisory experience managing staff and projects.
Prior experience using a ticketing system to manage support requests and monitor performance trends.
Experience leading teams and projects within IT operations environments.
Required Skills: Strong technical troubleshooting skills across hardware and software platforms.
Understanding of help desk processes and IT service management principles.
Ability to manage multiple priorities in high-pressure environments.
Strong organizational and time-management skills.
Supervisory skills with the ability to motivate develop and empower team members.
Excellent communication and customer service skills.
IT Enterprise environment experience preferred.
Ability to lift up to 30 pounds.
Availability to work onsite between 7:00 AM and 6:00 PM Monday through Friday.
Why Join Us Trilyon Inc. offers a comprehensive benefits package.
Opportunities for growth and professional development.
Collaborative and inclusive company culture.
Equal Employment Opportunity (EEO) Statement: Trilyon Inc. is an Equal Opportunity Employer committed to diversity equity and inclusion. We do not discriminate based on race color religion gender gender identity sexual orientation national origin age disability veteran status or any other protected status under applicable laws. Our diverse team drives innovation competitiveness and creativity enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.
Job Location:
Monthly Salary:
Posted on:
23 hours ago
Vacancies:
1 Vacancy
