Service Desk Coordinator

Schedule engineering resources, coordinate project requests, and communicate across Structured’s organization.

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets and providing information security and governance.

Structured has an immediate opening for an individual to join our team as a Service Desk Coordinator located in Clackamas, Oregon.

As part of our team, you will play a key role in prioritizing requests, managing timelines, and allocating engineering resources for both Pre-Sale and Post-Sale needs across customers, Account Executives, Inside Sales, and Project Managers. The Service Desk Coordinator also ensures efficient workflow management and keeps all aspects of Structured’s Service Desk operating smoothly and moving forward.

(Must be able to work on-site in Clackamas, Oregon five days a week.)

Compensation: $17.00 – $26.00 per hour

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicates and coordinates requests and facilitates issue intake with a detail-oriented approach.
• Works with a diverse group of technical staff with varying degrees of technical ability.
• Assigns, coordinates, and schedules engineering resources, including subcontractors, for pre-sales meetings, statements of work, internal requests, and training activities, taking into account project needs, skill sets, and availability with support from Practice Leads and Account Executives
• Assesses the urgency level of requests and issues sent to the Service Desk, in order to prioritize and schedule engineering resources effectively to ensure timely resolution and optimal allocation of team availability.
• Ability to organize and manage a customer database and maintain accurate, detailed records within Structured’s CRM tool, Salesforce.
• Continuously reviews engineering resource calendars to ensure they remain up to date and complete.
• Ensures adherence to established Service Desk’s intake processes and procedures when managing requests and issues.
• Maintains customer satisfaction by investigating concerns, routing them to assigned staff, and coordinating responses to special requests.
• Coordinates complex requests and project timelines, assessing needs and communicating updates to internal team members and customers to ensure seamless execution.
• Assesses and escalates issues and situations to internal Practice Leads for priority assignment of projects, requests, and engineering resources.
• Assists with the coordination and tracking of equipment utilized for evaluation and demonstration purposes.
• Utilizes reports to follow up on all unconfirmed scheduled events.
• Ensures engineering resources demonstrate a level of attention to detail and consistency when documenting their time for billing purposes.
• Provides appropriate feedback to Structured’s management team regarding process improvement suggestions for the Service Desk.
• Documents and updates all internal reports to ensure Salesforce remains up to date, including Project Status, Client Follow-ups, Open Requests, Billable Time Entry, and End-of-Month Reporting.
• Responsible for tracking approved vacation, sick, and floating holiday on an engineering resource calendar to ensure there is adequate coverage for internal and client projects and needs.
• Participates in a monthly “on-call” rotation with other members of Structured’s Service Desk team to support off-hours urgent or high-priority requests.
• Follows the current policies and procedures for tracking activities in Structured’s various CRM/service delivery tools.
• Additional duties as assigned.
• Promotes and maintains a high standard of customer service at all times.
• Ability to organize and manage a customer database and update Structured’s CRM tool.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, including communicating, fostering, and maintaining relationships with internal teams, customers, and vendors.
• Ability to maintain and continually develop accurate product and application knowledge.
• Problem-solves assignments of a dynamic nature and optimize the efficiency of the team in general, to provide capacity forecasting.
• Ability to manage challenging demands from internal stakeholders, external stakeholders and customers.
• Strong organization and time management capabilities and exceptional attention to detail.
• Ability to manage multiple projects simultaneously and prioritize tasks.
• Must be well-organized in a fast-paced, high-pressure, deadline driven environment.
• Ability to maintain strict confidentiality.
• Strong understanding of project management methodologies, tools, and best practices.

Education and Experience

High school diploma or equivalent, or five years related experience and or training; or equivalent combination of education and experience, in an IT services environment.

• Experience in IT Project Management is preferred.

General Office Computer Skills

To perform this job successfully, an individual should be an experienced user of Microsoft Office Suite; with a focus on spreadsheet software. Experience with a customer relationship management (CRM) tools, such as Salesforce.

Language Skills

Ability to read, analyze, and interpret quotes and reports. Ability to correspond, effectively present information, and respond to questions from employees, management, vendors, and customers.

Work is generally sedentary in nature, but may require frequent standing, walking, talking and hearing. Frequent use of phones, computers and other general office equipment is required.

While performing the duties of this job, the employee will be required to lift and/or move up to fifty (50) pounds.

This position may require the ability to travel occasionally to participate in internal events, customer meetings, or vendor engagements.

Working Conditions

The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The office work environment lighting and temperature are generally moderate; work is regularly performed within an office environment, with standard office equipment available.

This position may occasionally require an adjusted work schedule and evening hours to meet or attend vendor/customer needs. Flexibility to field phone calls, e-mail, text messages or system alerts and provide remote support to clients outside of normal business hours, including weekends and holidays.

• Our organization provides a full compensation package that facilitates development and growth.
• The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k).
• We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training.
• Obtaining industry-based certifications is highly encouraged.

We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.

Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.