IT Service Desk Coordinator Position Available In Palm Beach, Florida

IT Service Desk Coordinator The Boca Raton – 3.5

Boca Raton, FL Job Details Full-time Estimated:

$41.2K – $51.3K a year 5 hours ago Qualifications Microsoft Windows Server Computer Science Software troubleshooting Customer service Mid-level Windows Microsoft Office High school diploma or GED Bachelor’s degree HDI Certification IT support IT 1 year OPERA Associate’s degree Communication skills CompTIA A+ Help desk Information Technology Full Job Description Summary The IT Service Desk Coordinator holds a key front-line role within the resort’s Information Technology department as both the primary point of IT-related contact and coordinator of response activity among the team. The position is responsible for processing service requests, prioritizing and dispatching tickets to the appropriate IT staff, and delivering timely, accurate assistance to staff and visitors. With extensive emphasis on customer service, communication, and follow-up, the coordinator is at the forefront of the creation of the user experience with IT and ensuring the high standards of the resort for operational continuity and service excellence. This role helps create a positive and professional first impression of the IT team and plays a vital role in reinforcing service culture across the resort. Key Responsibilities Ticket Management & Dispatching Serve as the first point of contact for IT service requests via phone, email, and ticketing systems. Categorize, prioritize, and assign tickets to the appropriate IT personnel based on urgency and skill set. Monitor open tickets to ensure timely resolution and escalate unresolved issues as needed to maintain service level agreement requirements. Maintain accurate documentation of ticket status, resolutions, and communication. Communication & Coordination Provide updates to resort staff regarding the status of their IT requests. Act as a liaison between resort associates and the IT department to ensure clear communication and efficient problem resolution. Work closely with IT leadership to manage workloads and coordinate team resources effectively. System Monitoring & Incident Response Monitor IT systems for alerts, outages, and performance issues, and escalate incidents as necessary. Assist with basic troubleshooting before escalating complex issues to high-level support. Administrative & Reporting Duties Maintain IT asset inventory records and assist in tracking equipment assignments. Generate reports on IT service performance, ticket trends, and recurring issues to help improve IT support operations. Assist in documenting IT processes and standard operating procedures (SOP’s). Supportive Functions In addition to the performance of the key responsibilities, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company. Support other departments and managers as needed. Support hotel guests as needed May monitor the functioning of equipment to ensure the system operates in conformance with specifications. Internal Relationships Reports to the Assistant Director of Information Technology, Operations External Relationships He has regular contact with support vendors and external stakeholders and/or other vendor project managers. Qualifications The individual must possess the following knowledge, skills, and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. A strong customer-first mindset and a calm, courteous demeanor when working with staff and guests under pressure. Previous experience in IT support, helpdesk, or dispatch role preferred. Strong organizational and multitasking abilities to handle multiple requests efficiently. Excellent verbal and written communication skills. Proficiency in using IT ticketing systems such as Kaseya Autotask. Basic understanding of IT concepts, hardware, and software troubleshooting. Ability to remain calm and professional in a fast-paced environment. Strong problem-solving skills and attention to detail. Familiarity with the following software applications: o Monday Project Management or familiarity with PM software o

Hotel PMS Systems:

Opera Cloud, Agilysys o

Hotel POS Systems:

Agilysys, Micros, Spa Soft, Jonas, CVPS o MS Office 365 o MS Teams o MS Windows Server 2019 o Remote support software o Outlook/Outlook Web Access o MS Windows 10 Workstation o MS Azure / Local Domain Controller o Adobe/Adobe Reader Education/Experience Requirements High School diploma or equivalent required; associate or bachelor’s degree in information technology or a related field preferred. 1 – 3 years of experience in an IT support, helpdesk, or dispatch role. Entry-level candidates with strong technical aptitude and customer service skills may also be considered.

LICENSES OR CERTIFICATES ITIL COMPTIA

A+ Certifications such as HDI Customer Service Representative Certification or HDI Support Center Analyst are a plus. In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.