UBEO Business Services, the premier provider of business technology products and services, is seeking to hire an IT Support Coordinator to join our team in Chico, CA.

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh, Canon and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations. 

The primary responsibilities of this position is as follows:

Department: ProIT
Reports To: Solutions Helpdesk Manager
FLSA Status:  Full Time/Non-Exempt

Purpose

The IT Support Coordinator is our key point person for client support. This person will assist the Dispatch Lead as needed and when not available. They will be responsible for processing internal company, and external client support requests, to include technical resource scheduling.

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Responsibilities

• Act as a point of contact for IT related support requests
• Coordination with warehouses for technician scheduling for MFP installations
• Coordination of our IT support schedules to ensure maximum utilization of tech resources
• Triage IT requests as they arrive through email, manual entry, or customer phone call
• Schedule technical resources on our dispatch portal based on skillset
• Monitor technician schedules and adjust based on demand
• Communication with customers as required: keeping them informed of ticket progress, notifying them of impending changes or delays with ticket completion

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Supervision

Supervised

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Contacts

Internal:  Exempt, Non-Exempt
External:  Prospective Customers, Current Customers, Vendors

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Job Related Dimensions

• Fast/efficient typing skills to ensure quick and accurate entry of service request details
• Proper email and phone etiquette is mandatory
• Effective listening skills, and note taking
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Computer and operating system knowledge
• Basic office suite knowledge, to include Outlook, Word and Excel experience
• Ability to document, and/or create SOPs for best practices
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fastmoving environment

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Qualifications

• High School Diploma or GED
• Associates Degree or Bachelors preferred
• 3-5 Years as a Lead or Supervisory role
• A valid driver’s license and good driving record is a must
• Excellent customer service skills
• Strong analytical and trouble-shooting skills
• Must be a self-starter
• Must be capable of working independently
• Ability to handle high stressful situations and thrive under pressure
• Impeccable Integrity and honesty
• Ability to take constructive feedback from Management, or Peers
• Willingness to learn new processes/practices, apply them and train others

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Physical Demands & Work Environment

• Ability to sit at desk for prolonged periods of time.
• Ability to talk on the phone and work with various computer tools and applications.
• Ability to type and compose written communication in various forms.

UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities. Our comprehensive benefits package includes:

• Choice of medical, dental and vision plans that provide our employees and their families, including domestic partners, with high-quality healthcare, including orthodontia for both adults and child(ren)
• Generous Company Paid Health Reimbursement Account Options to defray deductible expenses
• Company paid life and accidental death and dismemberment insurance for you, your spouse and child(ren)
• Flexible Spending and Health Savings Account Options - Set aside pre-tax dollars to cover out-of-pocket expenses related to health or dependent care
• Voluntary coverages at low group rates including Aflac Insurance - In the event of death or disability, you can help protect your family against the loss of income with various types of insurance
• Pet Insurance, breathe easy knowing Nationwide has your pets covered
• Pre-paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7
• A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling
• Generous vacation, holiday, and sick leave programs - as we believe that taking advantage of time away from work is essential for a well-balanced life

UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.

Remuneration for this role: $16 - $28 hourly. Individual compensation packages are competitive and commensurate based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons.