IT Support Services Coordinator - Go West IT

As a leading MSSP in Colorado, Go West IT is the trusted guide to the digital frontier. Our mission is to help companies benefit from technology by expertly guiding them to opportunities and protecting them from harm. We do this by providing a team of trusted guides with the knowledge, skills, and expertise needed to navigate this constantly changing landscape. Our entire team is continually building their knowledge base, keeping us ahead of the technology curve and helping us succeed at our mission.

The Support Services Coordinator role requires an individual to provide exceptional service to our fast-growing customer base. Reporting to the Service Desk Manager, the person in this position receives and resolves customers’ IT service requests quickly and intelligently. The Support Services Coordinator is often the first point of contact for our customers when they initiate Go West support, requiring a professional and caring disposition.

What you can expect from us:

• Opportunity to be an integral part of an organization on the forefront of technical innovation, that is known for extraordinary results
• A fast-paced environment where each day brings different challenges/opportunities and exposure to the latest business technologies
• A commitment to professional development with resources to learn, improve, and grow
• Ability to work with a team of caring professionals who truly value teamwork
• Educational Assistance/Expense Reimbursement Program available to help you pursue education opportunities that can advance your career
• Competitive pay range of $19.23-$24.04 per hour with comprehensive benefits that include paid time off, medical, dental, vision, life, disability and 401K with generous matching
• A viable work-life balance and flexible hybrid schedule with the ability to work 2 days remotely
• A generous employee recognition and rewards program
• Fun company events

What we will expect from you:

• Professional, solution-minded, and friendly demeanor with a strength in building strong business relationships internally and externally
• Consistent demonstration of Go West core values
• Participation and engagement with EOS principles; including weekly meetings to discuss issues, review key performance indicators and drive progress on quarterly objectives
• Excellent listening, written and verbal communication skills
• Detail-focused personality with a penchant for organization, documentation, and appreciation of processes
• Deeply caring about delivering the best possible service, giving thorough effort, yet appreciating flexibility and a team that enjoys working and often playing together
• Responsiveness, with the ability to systematically prioritize and address the needs of Go West customers
• The ability to collaborate with a very strong technical team
• Excellence at proactively setting/managing expectations and communicating
• Ability to learn quickly, with a love of taking on new challenges
• A basic understanding of standard IT terminology and security practices (strong password structures, credential sharing risks, file security, etc.)
• Maintain a full-time weekday schedule (as agreed with the Service Desk Manager) between the hours of 6am and 6pm

What you will be doing:

• Ticket triage, management and documentation consistent with current Go West processes
• Maximizing the effectiveness of first contact with the customer
• Returning customer calls and initiating support discovery, collecting details of technical issues and setting expectations with the customer
• Processing support tickets submitted by customers and assisting with routing to the appropriate team
• SLA ticket management
• Quality assurance monitoring
• Additional tasks that may be assigned by the Service Desk Manager