Liquidity Services Service Desk Coordinator I in Plano, Texas
Liquidity Services Inc. provides business and government clients and buying customers the world’s most transparent, innovative and effective online marketplaces and integrated services for surplus assets. Liquidity Services achieves maximum recovery for our clients’ customer returns, overstock, used and salvage assets by employing a multi-channel strategy that leverages our industry-leading online marketplaces, as well as direct sales and consumer marketplace channels. On behalf of its clients, Liquidity Services has completed the sale of over $2.4 billion of surplus assets in over 500 product categories including consumer goods, capital assets and industrial equipment.
Due to continued growth, LSI is hiring an IT Service Desk Coordinator I for our IT Service Desk in the Plano, Texas, office. The Service Desk Coordinator I will report to the IT Service Desk Manager. This position provides Level 1 IT support in all LSI corporate and field locations.
Create, Manage, Resolve tickets for IT service support using the Ticket Management System.
Work in a call center environment answering incoming requests with outstanding customer service.
Perform Level 1 IT help desk support including issue triage, technical troubleshooting, workarounds and resolution delivery and escalation as needed for end user issues in a Microsoft Windows desktop environment.
Clearly document issues and solutions in a knowledgebase.
Learn and follow instructions, use standard operating procedures and call scripts as provided by management.
Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members and contributing improvements where possible to IT Service Desk operations and processes.
Support other team members in troubleshooting and resolution to problems.
Run Major Incident (Sev1/2) calls as needed. Responsible for engaging resources needed to resolve the issue in a timely manner and communicating these incidents to the impacted business unit(s) utilizing our CNR process.
As the company grows the need for flexible shifts may become needed to provide full 24/7 coverage of the IT Service Desk including 2nd & 3rd shift, and weekends.
Associates Degree in Computer Science (or a related field) or equivalent experience
Experience with multiple technologies including Windows, MSOffice, Exchange, Active Directory, VPN, VOIP, Mobile communications, IT Security, Network configuration, Printing, and Software Application support.
ITIL v3 Foundation
A+, MCST or other combination of education and training equivalent to Level 1 Support Analyst
3+ years in IT Help Desk or Call Center experience required
Knowledgeable in basic network troubleshooting
Excellent customer service skills and strong time management skills.
Strong technical problem solving and troubleshooting skills.
Strong desire to grow in experience and value as well as increased responsibility within the company by contributing innovative ideas and outstanding performance.
Ability to write clearly and accurately.
Ability to speak effectively with customers
Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols.
Frequently required to sit, stand, walk, talk, hear, bend and reach.
Ability to reach with hands and arms.
Occasionally lift and/or move up to 50 pounds.
Division: LSI Corporate
Travel Required: None