This position is for an incident coordinator at CDW Vernon Hills who will manage and route all service requests and incidents received through various support channels using the Remedy application. The ideal candidate has a high school diploma or GED, at least 1 year of technical services experience, A+ certification preferred, help desk experience, strong communication and problem solving skills, IT knowledge, and proficiency in Remedy. Key responsibilities include managing incidents in Remedy, identifying and notifying others of urgent issues, updating requests, meeting callback guidelines, and providing excellent customer service.

1. Help Desk, Desktop Support @ CDW Vernon Hills, IL
Summary: This position is for an incident coordinator. The role of the incident coordinator is to manage /
route all of the service requests and incidents sent to the Remedy application through multiple channels of
support.
Education/Experience
- High School Diploma or GED
- Minimum of 1 year in Technical Services.
- A+ or Certification a plus
- General Help Desk / Service Desk experience
Skills and Competencies
- Detail oriented
- Strong oral and written communication skills.
- Strong problem solving and analytical skills.
- Understanding of hardware, software, and basic networking issues, as well as general IT knowledge.
- Ability to multitask effectively.
- Working knowledge of Outlook
- Must have proficiency in Remedy
Major Job Duties and Responsibilities
- Manages all incidents and service requests in Remedy by routing to appropriate queues.
- Identifies critical and urgent requests and routes / notifies the appropriate coworker(s)
- Updates priority of incidents and service requests as necessary and requests additional information from
coworkers when applicable.
- Updates cases daily and ensures all cases meet call back guidelines.
- **Provides excellent customer service on all written and oral communications**
- Provides other general duties as assigned.