MSP Service Desk Coordinator
Pegasus Technology Solutions
Location
Frisco, TX | United States
Job description
ABOUT PEGASUS
Pegasus Technology Solutions is a fast-growing, people-oriented, culture-first company located in Frisco, Texas. Incorporated in October 2014, we operate through a ‘Culture Over Growth’ mentality, meaning that if we get it right with our people then our culture will radiate out to our customers - which will inevitably lead to healthy, sustainable company growth. Every team member plays a vital role in our company success and is treated with respect, provided with professional growth opportunities, and is celebrated for their contributions. For us, working at Pegasus is not just business, it’s personal. We enjoy working with each other. We are collaborative, supportive, and family-oriented. We care! It’s who we are.
Company Awards:
- Inc. 5000 (2022, 2021, 2020, 2019)
- Best Companies to Work for in Texas (2023, , 2021, 2020, 2019, 2018)
- Dallas Business Journal Best Places to Work (2022, 2020, 2019, 2018, 2017)
- DFW’s Best & Brightest Companies to Work For (2022, 2021, 2020, 2019, 2018, 2017)
- Best & Brightest Companies to Work For in the Nation (2022, 2021, 2020, 2019)
- CRN Managed Services Provider 500 (2023, 2022, 2021, 2020, 2019, 2018, 2017)
- CRN Solution Provider 500 (2022, 2021, 2020, 2019, 2018, 2017)
- CRN Tech Elite 250 (2023, 2022, 2021, 2020, 2019, 2018, 2017)
- CRN Fast Growth 150 (2020, 2019, 2018)
- CRN Triple Crown (2020, 2019, 2018)
Our Core Values:
- DO THE RIGHT THING: We make decisions that we feel good about at the end of the day.
- WORK HARD + HAVE FUN: We are serious about what we do, but we don’t take ourselves too seriously. We do fun better at Pegasus!
- BE RESILIENT: We believe that obstacles are opportunities.
- KILL IT: We don’t know the meaning of the word “mediocre.”
ABOUT THE POSITION Joining the Pegasus Services Team means that you will have camaraderie with fellow team members, top-tier internal processes and tools built for efficiency, upward mobility and career path planning, with executive support to provide best-in-class customer service.
MSP Service Desk Coordinator: - Point of contact to the customer for all types of service requests.
- Pre-process service requests as they arrive through phone call, email, manual entry, or direct customer input.
- Communication with customers as required, keeping them informed of incident progress.
- Route incoming and existing tickets to the appropriate technician or department.
- Monitor open service tickets to make sure the team is meeting the customer’s needs.
- Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
- Meeting or exceeded outlined response SLA’s regarding new service tickets.
- Some IT support may be provided remotely via remote administration tools or deskside.
- Scheduling onsite support for incidents, service requests and changes as needed.
BENEFITS - Medical (100% employer paid option)
- Dental/Vision Insurance
- 401(k)
- Unlimited PTO after 3 years
- Volunteer Time Off
- Short Term Disability
- Life Insurance
- Paid Holidays (including 2 Floating Holidays)
- Bereavement Leave (including Miscarriage)
- Pregnancy/Labor Paid Time Off
JOB REQUIREMENTS - 3+ years experience in customer service based roles.
- 1+ year experience working with a Managed Services IT company preferred.
- Interpersonal skills such as telephony skills, communications skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Self-motivated with the ability to work in a fast-paced environment.
- Technical awareness and ability to match resources to technical issues appropriately.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Shift Hours: 8am – 5pm
- Ability to work primarily from our NOC in Frisco, TX
- Experience with ConnectWise Manage is a plus.
Schedule:
Ability to commute/relocate:
- Frisco, TX 75034: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- I will take the Culture Index survey as part of my application (will take 5 minutes) using this link:
Work Location: In person
Job tags
Salary
