Ticket Coordinator

Roles and Responsibilities
• Manage incoming support tickets via phone, email, and the ticketing system.
• Provide professional and courteous customer/client support to all Prairie IT customers.
• Triage and categorize requests, assigning them to the appropriate technician based on priority.
• Provide basic IT support for end users, including:
o Password resets
o Basic troubleshooting of computers and printers and software
o Assisting users with common Microsoft 365 issues
o Guiding users through simple fixes over the phone.
• Communicate with clients providing updates on ticket status and resolutions.
• Follow up on unresolved tickets, ensuring issues are addressed in a timely manner.
• Assist with technician scheduling and coordination.
• Maintain accurate documentation and ticket notes with attentional to detail.
Skills and Knowledge
• Communicate effectively both orally and in writing with people of various levels of comprehension of their computer systems.
• Ability to work independently and within a group.
• Foster a respectful workplace environment and atmosphere.
• Demonstrate the ability to be self-motivated and able to make decisions proactively and strategically.

Education and Experience
• Minimum of 1 year experience in a similar IT environment, and/or a Diploma in computer systems technology or related discipline.
• Ability to work within various Microsoft applications.