Administrative Coordinator
hace 24 horas
East Hanover
Fulltime Salary plus Benefits Salary Range $55k - $60k a year Job description: Key Responsibilities • Manage and coordinate the day-to-day schedules of technicians and engineers through Autotask., • Continuously review Autotask service queues throughout the day to ensure tickets are being assigned, scheduled, and addressed by the appropriate resources., • Assign and schedule service tickets based on priority, SLA requirements, technician availability, technical skill set, geographic location, client requirements, and overall Service Department workload., • Maintain accurate and up-to-date technician calendars, schedules, ticket assignments, and availability within Autotask., • Monitor technician workloads and balance assignments across the team to ensure resources are being utilized effectively and workloads are distributed appropriately., • Adjust schedules throughout the day when emergencies, escalations, Priority 1 incidents, technician callouts, project requirements, or higher-priority client issues arise., • Maintain appropriate Service Desk coverage throughout the business day and proactively identify resource or scheduling gaps before they impact service delivery., • Coordinate onsite visits, remote support sessions, scheduled service work, installations, maintenance, client onboarding, and project-related assignments., • Monitor new, open, unassigned, and unscheduled tickets and ensure they are addressed or scheduled within appropriate timeframes., • Monitor aging tickets and follow up when tickets have remained open too long, have not been scheduled, lack appropriate activity, or require additional attention., • Monitor SLA requirements and assist with ensuring tickets are assigned and scheduled within required response and service timeframes., • Work closely with Service Department leadership and the Service Desk to determine technician priorities and where resources are most urgently needed., • Coordinate with the Projects team when technicians or engineers are required for project-related work while ensuring appropriate Service Desk coverage is maintained., • Ensure technicians have the necessary ticket information, client details, scheduling information, equipment requirements, and other relevant information prior to scheduled work, onsite visits, or client appointments., • Communicate scheduling changes, conflicts, assignments, and priorities to technicians and other team members as needed., • Escalate resource shortages, scheduling conflicts, overdue tickets, coverage concerns, or other service delivery issues to management when necessary., • Plan ahead for PTO, training, meetings, projects, client onboarding, scheduled maintenance, and other events that may impact technician availability., • Track technician availability and utilization within Autotask to support effective resource planning and workload management., • Work with management to review upcoming workload and identify when additional resources, coverage changes, or scheduling adjustments may be required., • Help maintain accurate ticket information, scheduling details, resource assignments, and calendar entries within Autotask., • Support the coordination of resources requested by the Projects team, Account Management, Client Technology Managers, and other internal departments., • Help maintain communication between the Service Desk, Projects, Account Management, technical teams, and Service Department leadership., • Identify opportunities to improve scheduling, dispatch, resource utilization, and overall workflow within Autotask., • Communicate directly with clients by phone or email when necessary to coordinate appointments, provide scheduling updates, or set expectations regarding service requests., • Assist with the preparation and distribution of operational reports as required., • Receive and document equipment arriving at the office when necessary., • Provide backup support for other Resource Coordinators or team members during PTO, illness, or periods of increased workload., • Perform other duties as assigned. Position Requirements • Previous experience in scheduling, dispatch, service coordination, resource management, or a similar role preferred., • Experience working within an MSP, IT Service Desk, or technical support environment strongly preferred., • Experience with Autotask PSA preferred., • Strong organizational and scheduling skills with the ability to manage multiple priorities simultaneously., • Ability to work effectively in a fast-paced, high-pressure environment where priorities may change throughout the day., • Strong customer service and client communication skills., • Ability to communicate professionally with clients, technicians, managers, and senior executives., • Strong problem-solving, analytical, and decision-making skills., • Ability to prioritize work based on urgency, SLA requirements, business impact, technician skill set, availability, and client needs., • Strong attention to detail and documentation skills., • Ability to work independently while also functioning effectively within a team environment., • Highly self-motivated, organized, and capable of taking initiative., • Comfortable learning technical terminology, hardware concepts, and IT service processes., • Working knowledge of Microsoft Office, including Outlook, Excel, Word, and Teams., • Knowledge of PC hardware, networking terminology, and general IT concepts preferred.