IT Support Coordinator (Contract Role)
$74,880–$104,000 year
HybridLos Angeles, California, United States
Job Summary
Prioritize and triage tickets in the IT Support queue as the first point of contact for staff issues. Monitor unassigned queues to ensure prompt responses within SLAs and communicate with customers to gather information or inform them of changes. Provide first-level basic support for end user requests, escalate service requests to appropriate teams, and maintain documentation with updates. Update KPI dashboards weekly and develop JIRA dashboard analytics to drive support performance improvements. Work across studios to bring ticket handling improvements and optimize operations. This 12-month contract role requires excellent communication skills and experience with Jira Service Management.
Required Qualifications
- Basic computer and operating system skills
- Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
- Excellent written and oral communication skills
- Experience in a role involving direct customer contact (internal and external customers)
- Ability to work in a team and communicate effectively
- Experience with Jira Service Management or other IT Service Management (Ticketing) tools
Desired Qualifications
- CompTIA A+ Certification
- Self-starter and ability to work with limited supervision
- Degree in an IT associated field of study
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