Kforce has a client that is seeking an Information Technology Support Coordinator in Tampa, FL. The Information Technology Support Coordinator will serve as the primary contact in providing customer service and technical support to internal partners and vendors. Day to day responsibilities of this the role and a description of the project:
• Monitor scheduling and ftp tools, Autosys, MOVEit, Automic, Diplomat, GlobalScape and Control-M
• Create Incident tasks for failed jobs in ServiceNow
• Respond to Incident and Request tickets in ServiceNow
• Handle various change tasks in ServiceNow
• Manage processes through documented procedures (Step Action Plans/Run Books)
• As an Information Technology Support Coordinator, you will escalate issues per established protocols and procedures
• Work with team members to coordinate support of various tasks
• Communicate with team members through instant messaging tools (Skype/Zoom)
• Monitor and read email for relevant communications
• Communicate with end users through Service Now and Outlook
• Information Technology Support Coordinators communicate respectfully, clearly, and timely with customers and peers
• Attend various team and other scheduled meetings
• Record time accurately and timely based on current time reporting guidelines
• Look for opportunities to collaborate and share knowledge with team members
Performance expectations/metrics for this individual and their team:
• This is a busy, fast paced environment and 20 level 1 tickets a day is not uncommon; Nights and weekends do experience lower volume but can certainly have spurts of high-ticket activity
First day looks like:
• Training is typically 3-4 weeks during business hours EST Monday - Friday; Day1 starts with required HR training followed by team introduction and overview with manager to validate equipment receipt and submitted access status
• Bachelor's degree in Computer Science, MIS, or related field preferred
• 0-2 years of experience in the field or in a related area
• Previous job titles or background work will in this role: Data Center Operator, Mainframe Operator, Service Desk Support, Operations analyst
• MS Office - Word, Excel, Outlook
• Schedulers - Control-M, Autosys, Automic, Diplomat, MOVEit
• Ticketing system
• ServiceNow
• Communication skills via phone, email, and IM chat; Collaborating with team members and interacting with IT, business, and various management groups
• Basic computer skills, attention to detail, customer service focus, proven ability to learn new processes, and basic understanding of job scheduling fundamentals
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Type: Contract