Software support coordinator

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. See below for a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you...

Position Summary

The Software Support Coordinator coordinates and provides Second level customer support for IT Teams. They ensure incidents are accurately captured/communicated/resolved, knowledge documents are created, and serves as liaison to the Help Desk, Customer Technology Support, and other IT Teams. Is responsible for coordinating primary/secondary support rotation, analysis of team incidents, problems, support process and tool training for their teams, and third party vendor support relationships. Assists with QA/QC testing where needed and completes tactical requests as assigned.

What You Will Do

• Coordinates Business Day On-Call, ensuring coverage for business hours. Maintains the primary/secondary On-Call calendars for the IT Team
• Ensures incidents, problems and requests are resolved on a timely basis and information captured is complete and accurate
• Monitors tickets to identify potential incident and/or problem trends and opportunities for system/process improvements
• Leads the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked
• Identifies and ensures creation of Knowledge Documents to support HelpDesk and Customer Technology Support
• Key areas of focus may also include software change management, coordination or performing upgrades, training, and documentation
• Participates in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities
• Maintains Team Score Card, Team Profile documents
• Attends support coordinator and problem post review meetings and participates in root cause analysis (RCA) as applicable
• Performs other duties as assigned
  
  

When You Will Work

• Monday to Friday, 8 am to 5 pm
• Hybrid schedule, 4 days in office in Wyoming, MI, with 1 day remote
  
  

What You Will Bring To Table

• Bachelor's Degree in Computer Science, Information Technology or related field preferred
• One to three years previous software engineering experience preferred
• Proven analytical, critical thinking and troubleshooting skills are required
• Must have good written and verbal communication skills as well as good organizational and problem-solving capabilities
• Must have the ability to multitask, prioritize and be able to work independently or within a team environment
• Proficient in one or more program languages, operating systems and databases
  
  

BE PART OF AN AMAZING CULTURE WHERE WHAT MATTERS TO YOU, MATTERS TO US!

Gordon Food Service values our customers and understands that their success is largely dependent upon their workforce. To demonstrate our commitment to our partnership, we will require any candidate who works for a Gordon Food Service customer to provide a letter of support from their management if they are selected for the interview process.

Equal Employment Opportunity is a matter of policy at Gordon Food Service, Inc. and we are committed to a work environment in which all individuals are treated with respect and dignity.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with disability. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to [email protected] and use the words “Accommodation Request” in your subject line.

All Gordon Food Service locations are tobacco-free.

Gordon Food Service is a drug-free workplace and conducts pre-employment drug tests.