Information Technology Coordinator - Dickson, TN

Information Technology Coordinator

Reports To

IT Systems Administrator

Who is Persevere?

Specifically, Persevere provides technology training, career readiness instruction and support, wraparound case management, individualized job-based mentoring, and job placement services for justice-impacted individuals and people who are at risk for justice-involvement.

As we have grown and expanded, we have focused on developing and executing strategies that continue to expand our mission of reducing racial disparities and inequalities, both as part of our work, and as well, our organization's practices regarding diversity, equity, and inclusion (DEI).

Real Hope. Valuable Skills. Meaningful Opportunity.

Job Overview

Qualified candidates will be able to successfully pass a reference check, background check and drug screen.

• Manage and update a database of IT assets
• Receive, inspect, process, package, and ship IT assets
• Provide tier I support and resolution of incidents in an IT nature for customers and users of their assigned region
• Escalate priority support issues to senior staff and/or organization information technology groups/persons
• Collect and relay all pertinent information prior to incident escalation, and clearly communicate and understand basic and some complex information technology incidents to senior IT staff
• Maintain a positive and open line of communication with all information technology groups within the organization
• Prioritize, schedule, and follow through on work as necessary to maintain service level agreements as set forth by senior IT staff
• Operate, maintain, and utilize organizational electronic mail boxes and an incident ticket system for use in communicating to customers, tracking and keeping detailed notes about IT incidents, and identifying and creating incidents requiring the attention of IT support staff
• Maintain, resolve, and clearly communicate troubleshooting, issues, and customer complaints concerning PC software and hardware.
• Work well, communicate clearly, and coordinate effectively with multiple agencies across many organizations in the area of IT support and service
• Complete corporate training on a timely basis.
• Assist with the creation of and follow Standard Operating Procedures and Workflows
• Participate in cross training staff as requested
• Other duties as assigned

• CompTIA A+ certification preferred; not required
• Microsoft Support certifications in Windows OS preferred, not required
• 1+ years of vendor support experience
• 2+ years supporting users in a technical environment; remote environment support preferred
• 2+ years experience of supporting PC hardware and software, including Windows and MAC OS, ticket system functionality, etc
• 2+ years experience supporting IT peripherals and working knowledge of IT security and technical support principles
• Must be team oriented; have strong verbal and written skills, with ability to clearly and effectively communicate technical and non-technical information
• Ability to multitask, prioritize emergency IT incidents, and work quickly and professionally in a customer service environment
• Strong analytical and technical background in troubleshooting PC hardware, software, and basic IT infrastructure
• Must be able to lift and transport computer equipment including but not limited to desktop computers and large monitors.

• Passion for and responsibility to the customer/partner
• Must be self-starting, hardworking and inquisitive
• Leadership through innovation in everything you do
• Passion for what you do and being self-reflective to improve
• Relentless commitment to win
• Personal and corporate integrity