Schedule engineering resources, coordinate project requests, and communicate across Structured’s organization.

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets and providing information security and governance.

Structured has an immediate opening in Clackamas, Oregon for a Service Desk Coordinator. The Service Desk Coordinator is responsible for scheduling, coordinating, and communicating requests from customers, Account Executives and Project Managers for professional service projects and cases. The Service Desk Coordinator’s main function is to keep each aspect of Structured’s Service Desk moving forward.

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Assigns and schedules engineering resources to pre-sales meetings, drafting statements of work, internal requests and training.
  • Coordinates/schedules engineering resources, including sub-contractors, based on project needs, skill sets, and availability with the assistance of identified Practice Leads/Account Executives.
  • Continually reviews engineering resource calendars to ensure such calendars remain up-to-date and complete.
  • Works with a diverse group of technical staff with varying degrees of technical ability.
  • Communicates and coordinates requests, as well as process issue intake.
  • Assess the urgency level associated with various requests and issues and translate such information into appropriate engineering scheduling.
  • Ability to organize and manage a customer database and update Structured’s CRM tool, Salesforce.com.
  • Responsible for monitoring and upholding request/issue processes and procedures.
  • Maintains customer satisfaction by investigating concerns, routing them to assigned staff, and coordination of responses to special requests.
  • Coordinates complex request/project scheduling to assess need and schedule/communicate accordingly in order that the request/project operates as smoothly as possible.
  • Assesses and escalates issues/situations to Practice Leads for priority assignment of projects, requests, and engineering resources.
  • Assists with the coordination and tracking of equipment utilized for evaluation and demonstration purposes.
  • Utilizes reports to follow-up on all unconfirmed scheduled events.
  • Ensures engineer resource time documentation and billing accuracy within Salesforce.com.
  • Documents and updates all internal reports to ensure Salesforce.com remains up to date, including Project Status, Client Follow-ups, Open Requests, Billable Time Entry and End of month reporting.
  • Ability to be “on call” as required for the position due to the occurrence of urgent case requests.
  • Additional duties as assigned.

Competencies

  • Promotes and maintains a high standard of customer service at all times.
  • Ability to maintain and continually develop accurate product and application knowledge.
  • Must be well-organized in a fast-paced, high pressure environment.
  • Strong organization and time management capabilities and an exceptional attention to detail.

Education and Experience

High School Diploma or GED or two years related experience and or training; or equivalent combination of education and experience in customer service area. Must have technical aptitude and/or familiarity with IT-related technical terms.

General Office Computer Skills

To perform this job successfully, an individual should be an experienced user of the Microsoft Office Suite and have experience with customer relationship management (CRM) tools, such as Salesforce.com.

Language Skills

Ability to read, analyze, and interpret quotes and reports. Ability to correspond, effectively present information, and respond to questions from employees, management, vendors and customers. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally sedentary in nature, but may require occasional standing, frequent walking, talking and hearing. The employee is occasionally required to stoop, kneel, or crouch. Frequent use of phones, computers and other general office equipment is required. While performing the duties of this job, the employee will be required lift and/or move up to fifty (50) pounds.

Working Conditions

The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The office work environment lighting and temperature are generally moderate; work is regularly performed within an office environment, with standard office equipment available. 

Must maintain a valid driver’s license and motor vehicle insurance (at least equal to the state’s minimum coverage requirements).  

Compensation

Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry-based certifications is highly encouraged.

*** We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas. ***

* Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.