IT Service Desk Coordinator (Back To Business I.T.)

• Do you have a professional and friendly demeanor?

• Do you have a keen eye for detail and excellent analytical skills?

• Would your friends describe you as a self-starter who takes pride in your work and enjoys collaborating with others?

If so, we have an exciting opportunity for you at The Greentree Group!

WHO WE ARE

The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what’s possible.

What sets us apart is our commitment to excellence and our passion for the work we do. At The Greentree Group, we are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us. Whether it's helping our clients achieve their goals, developing innovative solutions to complex problems, or giving back to the community, we are dedicated to making a positive impact.

We also believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being.

Whether you're a seasoned expert or just starting out in your career, if you're passionate about technology, committed to excellence, and eager to take on new challenges, we want to hear from you!

Back To Business I.T. powered by The Greentree Group is the most experienced and certified team of technology experts in Southwest Ohio. We alleviate the burden of managing computer systems and networks and allow our clients to focus on the more important aspects of their companies. Back To Business I.T. offers a full suite of solutions including managed services, cybersecurity, co-managed IT, IT assessments, special projects, help desk, CMMC readiness, tools and intelligent automation.

ABOUT THE OPPORTUNITY

As a potential IT Service Desk Coordinator (Back To Business I.T.), you will have the opportunity to work with cutting-edge technologies and collaborate with a talented team of professionals at Greentree’s office in Beavercreek, OH. This potential role will be critical in assisting with scheduling support work for clients, dispatching field engineers to client sites for support issues, working with clients, supporting customer services initiatives, and helping to maintain effective relationships with our clients. Join us and be part of our mission to make a difference!

SOME RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Pre-process service requests as they arrive through email, manual entry, or direct customer input.

• Manage ticket flow in ConnectWise.

• Monitor resource schedules to ensure prompt time entry on service requests.

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to service engineers.

• Work with clients and internal staff to escalate technical issues appropriately and in a timely manner.

• Review tickets to ensure processes are followed, communication is thorough, documentation is accurate, and tickets are closed out.

• Assist with generating reports related to client SLAs and assist with client system reviews as necessary.

• Build and maintain close relationships with clients.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree – we will consider experience in lieu of a degree.

• 3+ years of experience within an IT Support, or IT Project Coordinator role.

• A client focused mindset with strong customer service skills.

• Strong scheduling, coordination, and follow up skills.

• Outgoing personality with excellent interpersonal skills and the ability to build rapport with clients.

• Must have excellent verbal communication and documentation skills.

• Proficient in Microsoft Office Suite.

• Strong individual time-management and multitasking skills.

• Self-motivated with the ability to work in a fast paced environment.

DESIRED QUALIFICATIONS:

• Proficiency using ConnectWise tools.

• Basic technical or operations knowledge (help desk, desktop support, server support, NOC, data center operations).

We believe in fostering a positive, inclusive culture that values diversity, teamwork, and personal growth. With opportunities for advancement and a supportive community of colleagues, The Greentree Group is the perfect place to build your career. Learn more about us at www.greentreegroup.com. Please note that this role may require a National Agency Check (NAC) and/or background check, and relocation assistance is not available at this time.

Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran.

Compensation / Salary Range: Greentree adheres to federal, state, and local regulations. This is a Full-Time, Salary, Exempt position.

Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance.

Top Benefits

Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs

Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available)

Time Off: PTO, Flexible Schedules, Holidays and Paid Parental Leave: Work-life balance is important – we all enjoy some time off for rest and relaxation! Employees receive a very generous amount of PTO which is granted on start date, plus the ability for quick escalation to the next tier. Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave round out the work-life balance benefits.

Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets. Greentree is committed to paying the cost for job-related certifications and/or training programs. In conjunction with management/employee communication and discussions regarding performance and goals, employees are expected to seek out and pursue development opportunities to meet emerging organizational skill requirements in combination with their own personal growth needs. Greentree also makes job-related tuition reimbursement contributions for those in higher-level education programs.