Service Coordinator

StepUP IT Services is a growing IT managed services provider, serving small and medium businesses in and around Lane County, Oregon. Along with managed services, we provide vCIO and professional services. We place a lot of value in the quality of our organizational culture. We are not your typical MSP that focuses solely on the technical capabilities of its engineering staff; we also encourage and aim to inspire team values, comradery, and exceptional customer service. As a part of our team, you will be empowered to make a difference in the lives of real people. We focus on building internal growth opportunities as we continue to rapidly expand. Those opportunities will become more and more available for qualified candidates that join our team. Finally, we hope you have a sense of humor, because we like to have fun and enjoy a balanced work atmosphere that is relaxed, but at the same time gets the job done!

Our ideal candidate will be motivated and excited to contribute, with an understanding that as our company reaches goals, we will share rewards with our team. It is extremely important to us that we bring on new team members that add to and foster a fun and creative work environment, no matter how detailed and specific the job description is. Technical skills and experience need to be at a certain level, but we’re also making our hiring decision based on fit—fit with the rest of the team, fit for our clients, and fit for future growth.

RESPONSIBILITIES

• Coordinate with all internal departments, client users, and vendors to deliver on-time service and exceed client expectations
• Maintain high internal resource utilization through careful scheduling and progress monitoring
• Answer phone calls and respond to emails
• Create service tickets and assist with project templates
• Maintain manageable ticket queue levels
• Manage SLA events
• Manage and plan out resources across the service and project pipeline
• Identify, define, document, and train build business processes related to service delivery
• Manage some aspects of CRM database, including contacts and client assets
• Measure service desk performance on a daily, weekly, monthly, and quarterly basis using a comprehensive set of metrics

REQUIREMENTS

• Bachelor’s degree in Computer Science (or related field), or relevant work experience
• 3+ years relevant working and leadership experience
• Excellent customer service, communication, written, and organizational skills
• Ambition to succeed as a team player
• Motivated to meet company defined goals
• Must be able to lift 50 lbs.
• Must have a valid driver’s license and reliable vehicle for local travel

SCHEDULE AND HIRING PROCESS

This is a full-time, Monday through Friday position, based at our headquarters in Eugene, OR.

We encourage all interested in applying for this position to carefully read the sections below, prior to submitting a resume for consideration. Qualified candidates will be contacted within three (3) business days of resume submission, with preference given to those including verifiable references with their initial submission. The interview process is generally broken into three (3) parts:

1. Phone call pre-screening
2. Phone call interview with one or more of our executive team members
3. Phone call or In-person interview with one or more of our executive team members

HOW TO APPLY

Submit your resume. We want to learn about you! For highest consideration, please include a cover letter and verifiable references. Your cover letter should provide some insight into your career goals, personal interests, and reasons for applying for this position. If you have been referred to us by a friend or colleague, please make sure to include a shout out!

COMPENSATION AND BENEFITS

• $40,000-50,000 per year, depending on experience
• Paid time off and holidays
• Recurring performance and salary reviews
• Healthcare reimbursement
• 401k w/Company match
• Company sponsored Employee Engagement program

We are seeking a detail-oriented, high-performance, IT Project Engineer for our rapidly growing MSP.

The successful candidate will bring experience in successfully implementing new technologies within approved timelines and budgets, thrive in an environment embodied with leadership in technology and best practices, and believe stellar customer service is just as important as excellent technical knowledge.

You can look forward to a role that expands your skill set and provides a challenging and rewarding environment.

CRITERIA FOR SUCCESS

• MSP experience a big plus!
• Understanding of IT concepts
• Willingness to meet the challenges of the position
• Display a commitment to do what is right for our clients and our team
• Ability to meet weekly, monthly, quarterly, and annual goals and objectives
• Ability to meet client needs with exemplary customer service by adhering to our Core Values
• Initiative in keeping up with industry trends and proactively applying knowledge to improve processes and procedures
• Strong communication skills—professional and technical—verbal and non-verbal
• Willingness to meet the challenge of a position that’s more than just a daily grind of 9-to-5 repetition

The foundation of our success is a cohesive, stellar team of IT professionals. We have a strong, growing client base because we enjoy working together and encouraging each other in our passion for providing and advancing the technology our clients rely on. Technology is an exciting industry, and we strive to make that excitement a part of everything we do for our clients and our team.

COMPETENCIES

• Problem Solving: Analyze the causes, seek alternative interventions to achieve your goals, evaluate best solutions, implement a plan, assess effectiveness
• Communications: Listening, friendliness, open-mindedness, feedback, confidence, non-verbal communication, keeping stakeholders informed, clarity, empathy, respect, context, choosing the proper channels
• Client Focus: Establish standards, monitor satisfaction, meet client needs
• Achievement Focus: Set and achieve challenging goals, demonstrate persistence and overcome obstacles, measure self against standard of excellence, recognize and act on opportunities
• Planning/Organizing: Prioritize and plan work activities, use time efficiently, set goals and objectives, organize or schedule other people and their tasks, develop feasible action plans

REQUIREMENTS

1. Minimum 5 years working in relevant Information Technology (IT) sector

2. Experience with Windows client and server operating systems, PowerShell/Scripting, Azure, Office 365, Active Directory, Firewalls, Switching, Routing, SANs/Storage, Exchange, and Certificate Services

1. You MUST be able to pass a Criminal Background Check
2. Access to a reliable and quiet work environment, free from distraction
3. Access to a reliable Internet service connection

Only candidates meeting our requirements should apply.

RESPONSIBILITIES (including but not limited to):

• Ensure that all projects are delivered on time, within scope, and within budget
• Assist in the definition of project scope and objectives
• Create and maintain comprehensive project documentation
• Willingness to get the job done, even if it means occasionally working afterhours or on weekends

PAY

$60,000 – $80,000 per year DOE

BENEFITS

• 401(k) Matching
• Healthcare Reimbursement Arrangement
• Telemedicine Plan
• Paid Time Off

• Internet Reimbursement

StepUP IT Senior Network Engineers are responsible for the analysis, design, implementation, and troubleshooting of a variety of network projects and support. Working alongside our Support, Professional Services, and Technology Alignment teams to help evaluate and build strategic planning for our clients’ infrastructure. This position holds a high-level autonomy, fitting for someone with a strong work ethic and commitment to getting things the right way. We offer three roles within our Senior Network Engineering positions: (1) Support Engineer, (2) Technology Alignment Manager (TAM), and (3) Professional Services Engineer. 

Our Senior Support Engineers provide a backup to the frontline, delivering service with a smile to our clients and their users. This role is tasked with responding to Live and Scheduled support events, many of which will come from escalated incidents.  

Our Technology Alignment Managers are the center of our Proven Process and service-delivery promise. TAMs work closely with our vCIOs and clients to provide measurable progress toward technology alignment, and once obtained, maintained. This role is tasked with keeping with technology in check, always working for the client in the most efficient way possible, and in support of their organizational goals. TAMs see the whole picture and they keep the noise at a minimum. Think of the TAM as the command post. 

Our Professional Services Engineers work primarily in projects, other work otherwise not covered under the terms of a Managed Services Agreement. This role also works closely with TAMs toward technology alignment.  

Typical projects for our engineers include implementations, migrations, upgrades, and troubleshooting of Active Directory, Windows Server, Microsoft Exchange, VMware vSphere, Switching, Routing, Firewalls, and cloud services including Azure and Office 365.   

This is a full-time position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates. This position has the potential to be full-time work-from-home, depending on skills and experience.

StepUP IT Network Engineers perform IT network implementations, upgrades, troubleshooting, maintenance, and support for our growing client base, which we strive to build our trusted advisor status.  Our projects employ the latest technologies to provide our clients with the most reliable, business-grade solutions on the market. This is an excellent opportunity for a motivated IT professional looking for high-level mentorship and career growth.  We offer two roles within Network Engineering positions: (1) Support Engineer and (2) Professional Services Engineer.  

Our Support Engineers operate the frontline, delivering service with a smile to our clients and their users. This role is tasked with responding to Live and Scheduled support events. 

Our Professional Services Engineers work primarily in projects, other work otherwise not covered under the terms of a Managed Services Agreement. This role also works closely with Technology Alignment Managers toward technology alignment. 

This is a full-time position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates.  This position has the potential to be full-time work-from-home, depending on skills and experience. 

We are looking for one administrative assistant to join our team.

Our ideal candidate will be motivated and excited to contribute, with an understanding that as our company reaches goals, we will share rewards with our team. It is extremely important to us that we bring on new team members that add to and foster a fun and creative work environment. We’re making our hiring decision based on fit—fit with the rest of the team, fit for our clients, and fit for future growth. 

RESPONSIBILITIES

• Reception, Call Handling, Customer Service
• Maintain and coordinate schedules, appointments, and calendars for executives
• Plan and organize Employee Engagement functions and activities
• Assist with Accounts Payable and Accounts Receivable
• Place orders for office equipment or business needs
• Inventory Management
• Date Entry and reports
• Run errands, including shipping, supply runs, and other misc.
• Manage office organization and cleanliness
• Submit and manage 3rd party warranty support cases
• Manage 3rd party renewals
• Miscellaneous

QUALIFICATIONS

• Exceptional attention to detail
• Innovative and flexible to change
• Ability to organize and create orderly systems
• Must be extremely organized, dependable, and comfortable in a fast-paced, professional environment
• Must have reliable transportation and valid Oregon Driver’s License
• Must have at least one year of experience working with Microsoft Office, including Outlook, Excel, and Word
• Preferred to have at least one year of experience working in QuickBooks or QuickBooks Online
• Data-entry experience a plus, with typing speed of 55+ WPM and superb accuracy
• *Experience with AutoTask a plus, but not required for employment consideration

SCHEDULE

This is a full-time, Monday through Friday position, based at our headquarters in Eugene, OR. Our main office is currently closed for regular business. We have a small team working in our office until further notice. This position will be is 100% in the office.