Emtec, Inc.

IT Services Problem Coordinator

US-FL-Jacksonville
Job ID
2017-4668

Company Overview

Emtec is Global consulting company that provides technology-empowered business solutions for world class organizations. Our Global Workforce of over 700 consultants provide best in class services to our clients within the Healthcare & Life Sciences, Utilities, Business Services, Banking, Insurance & Financial Services, Education and Manufacturing sectors. Our clients span the emerging, mid-market and enterprise space. With multiple offices worldwide, we are uniquely positioned to deliver solutions to our clients leveraging Oracle, Salesforce, Microsoft and Infor with a focus on Mobility, Cloud and Analytics. Emtec’s singular mission is to create “Clients for Life” - long-term relationships that deliver rapid, meaningful, and lasting business value.

 

At Emtec, we have a unique blend of Corporate and Entrepreneurial cultures. This is where you would have an opportunity to drive business value for clients while you innovate and continue to grow and have fun while doing it. You would work with team members who are vibrant, smart and passionate and they bring their passion to all that they do – whether it’s learning, giving back to our communities or always going the extra mile for our client.

Position Description

Emtec is seeking an IT Services Problem Coordinator to provide technical support, coordination of escalations and reporting for incident and problem management issues.  The duties associated with this role also include analysis of system and user problems with software, infrastructure, error messages, system logs and coordinate both reactive root-cause analysis and proactive trend analysis.  

 

Responsibilities include:

 

  • Responsible for ownership and coordination of actions to fix errors, analyze root cause, identify mitigations for known errors, review problem trends, plan and lead effort to develop improvement plans
  • Identify problems and recommend service improvement plans with possible solutions obtained from technical teams for the department or the business and assist in developing, writing and implementing standards for problem management

Must Have Skills:

 

  • ITIL Foundation Certified or in process of obtaining certification within 12 months is a must
  • Bachelor of Science (BS) degree in Computer Science or related discipline and four (4) years of professional experience in IT service technician to include:
    • Performing routine tasks such as system refreshes and data restores
    • Resolving issues through various forms of research, e.g. Google and system documentation
    • Planning, constructing or altering programs to support performance tracking
    • Experience of working in a large organization
    • Good interpersonal, communication and presentation skills
    • Experience of working within a busy first level service desk environment in a problem coordinator role
    • Trouble ticket applications i.e. (ServiceNow)

Professional Skills:

 

  • Deal with ambiguity and make decisions with limited information
  • Work well within team and assist others with their assignments
  • Communicate effectively, orally and in writing
  • Follow through with commitments
  • Manage multiple tasks and resources and respond timely to ad hoc customer and management requests

Emtec is an Equal Opportunity Employer

 

US citizens and those authorized to work in the US are encouraged to apply.

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