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Helpdesk Coordinator

Company: ABSKids
Location: Salt Lake City
Posted on: January 16, 2022

Job Description:

Overview: ABS Kids is looking for someone to join our team, as a Helpdesk Coordinator. The Helpdesk Coordinator position is remote, reporting to the Director of Systems Administration, and will provide systems support & troubleshooting to our clinical and admin team members in key business applications.
Our Administrative Support team members play a vital role in advancing our mission to make a difference in the lives of children with autism spectrum disorder and their families. Every team member at ABS Kids is passionate about providing best in class support to our direct care providers, who in turn deliver the highest quality ABA therapy to our patients.
Responsibilities What would you do?
Act as first line of internal staff support for IT Systems Administration team
Monitor and respond quickly and effectively to requests received through the IT ticketing system, email, chat, or inbound phone calls
Establish and maintain Support Level Agreements (SLAs) for all support requests to deliver exceptional support and consistently exceed client expectations.
Triage support tickets and escalate to appropriate teams as necessary
Develop and maintain end-user self-help Knowledgebase articles
Research questions using available informational resources
Prepare activity reports on Helpdesk metrics
Inform leadership of recurring issues
Develop and maintain fundamental working knowledge of business applications including existing application use, updates, and releases
Collaborate with team leadership to optimize Helpdesk efficiency
Other duties as assigned
Qualifications Who are we Looking for?
Proficiency in Microsoft Office suite
Ability to work in a demanding and dynamic fast-paced environment with the flexibility to adjust to changing priorities and deadlines
Ability to exercise effective judgment, sensitivity, and creativity to changing needs and situations
Strong communication and customer service skills, both oral and written
Highschool Diploma or GED
Minimum of 2 years IT customer service/support experience
Experience creating complex reports using Microsoft Excel (Pivot Tables, v-lookups, etc.)
Experience with IT ticketing systems such as Zendesk, Remedy, etc.
Working knowledge of ITIL processes and concepts
Knowledge and experience of customer service practices, related experience, and training in troubleshooting and providing helpdesk support
What do we offer? Highly competitive hourly rate
Full benefits
Casual work environment
Opportunities for advancement
About our Company ABS Kids is dedicated to empowering children with autism spectrum disorders and their families to reach their full potential - helping them learn, grow and reach incredible milestones. We take pride in our stellar support for providers, so they can do what they do best - deliver the highest quality ABA Therapy to our patients. Our commitment to quality shows in our BHCOE accreditation and recognition for top 10% in overall services nationally! Visit to learn more about us.
At ABS Kids we celebrate diversity and we thrive on it for the benefit of our employees and our community. ABS Kids is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Keywords: ABSKids, Salt Lake City , Helpdesk Coordinator, Other , Salt Lake City, Utah

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