IT Coordinator

Virgin Galactic, www.VirginGalactic.com (SPCE:NYSE), recognizes that the answers to many of the challenges we face in sustaining life on our beautiful but fragile planet, lie in making better use of space. Sending people to space has not only expanded our understanding of science, but taught us amazing things about human ingenuity, physiology and psychology. From space, we are able to look with a new perspective both outward and back. From space, the borders that are fought over on Earth are arbitrary lines. From space, it is clear that there is much more that unites us than divides us.

“We are at the vanguard of a new industry determined to pioneer twenty-first century spacecraft, which will open space to everybody — and change the world for good.”  Sir Richard Branson, Founder, Virgin Galactic

Virgin Galactic is seeking an incredibly talented, energetic, personable, and experienced IT Coordinator to join our Information Technology team. The IT Coordinator will be responsible for coordinating IT tickets, tasks, projects, and events for Information Technology team, and will provide support to the team when planning, organizing, and implementing changes. The role comprises a wide variety of responsibilities including many complex and technical in nature. The ideal candidate will be capable of working in a fast-paced environment with many quick turn-around tasks and projects assigned daily. They must be comfortable working under minimal supervision and performing many responsibilities simultaneously. We are looking for a self-starter, someone who is project oriented, able to assess needs, implement processes, and quickly produce results with a high attention to detail. They will also engage in training users on technological innovations and functionalities when needed. Prior experience in a fast-paced technical environment is preferred.   

Responsibilities 

• IT Ticket queue management 
• Assign, escalate, follow up and track all IT tickets in JIRA Service Management 
• Create/dispatch IT Tickets to technicians to perform proactive duties 
• Serve as first point of contact for IT office walk-ins 
• Open, sort and distribute incoming correspondence, including IT Tickets, voicemail, and Email requests. 
• Create automated reports and dashboards as needed for IT tickets 
• Take direction from IT Manager and IT Director 
• Investigate and sort IT requests where more detail is needed 
• Process paperwork for security access requests, and other related duties 
• Coordinate office organization efficiency and cleanliness 
• Facilitate the work of the IT team by providing support in many aspects 
• Create and modify documents such as documentation, reports, and presentations using Microsoft Word, Excel, PowerPoint, Outlook and Sharepoint 365 
• Conduct research, compile data, and prepare reports for presentation. 
• Set up and coordinate meetings and conferences, with both internal and external contacts, including preparing agendas and overcoming scheduling conflicts.  
• Create IT tickets and assign to appropriate technicians 
• Provide requestor with quote information/options 
• Solid understanding and awareness of changing workplace technologies  
• Identify and coordinate end user training opportunities 
• Maintain PC upgrade and warranty records for supported business units  
• Track/monitor hardware and software asset inventory  
• Loaner/project computer tracking  
• Maintain stockroom containing stored assets 
• Primarily responsible for ticket dispatching  
• Plan and oversee organization initiatives such as, but not limited to:  
  • Large scale PC, phone, and tablet upgrade projects  
  • Provide status reports to management for Service Operations projects  
• Schedule work and load balance tasks assigned to technicians  
• Communicate changes to staff and follow-up  
• Identify trends in customer incidents/requests  
• Ensure quick response times to facilitate maximum uptime for all users and systems 
• Assist users with supported software and hardware with the approach of understanding of technology from a user’s perspective while providing an expert level of support 
• Escalate unknown/unsolved issues to appropriate internal or external support resources 
• Utilize third party tools to improve support efficiency 
• Collaborate with co-workers to share expertise, information and solve problems 
• Other duties as assigned by Team Lead/Manager/Director 

• Minimum 2 years of experience in a related capacity, preferably supporting IT departments and workflows  
• Exceptional customer service skills 
• Minimum 2 years of experience providing face to face customer service 
• Excellent computer skills including demonstrated advanced skills with Word, Outlook, Excel and PowerPoint 
• High School Diploma or equivalent 
• Familiarity with Information Technology terminology 
• Coursework in IT related fields is a plus  
• Ability to carry out a variety of administrative tasks independently from general instructions 
• Willing to learn new skills and grow with the department 
• A superb customer service style and the ability to take on any task to support the team 
• Excellent organizational and problem solving skills 
• Great personality that compliments appropriate office etiquette and procedures 
• Creative problem solver, able to work in multi-disciplinary teams 
• Excellent interpersonal and communication skills. 

Preferred Qualifications 

• Associate degree in IT, Business or related field 
• 2 or more years of experience providing support, coordination, and service in an IT department 
• 2 years of previous IT experience in a corporate environment 
• Ability to work in a fast paced environment while managing multiple tasks and maintaining a positive attitude 
• Expert working knowledge of all Microsoft Windows & Office technologies (Windows 10/MacOS, as well as Office/Outlook/Excel/Word, PowerPoint, and Sharepoint 365) 
• Create a high level of user satisfaction through accurate and timely follow-up & strong communication skills 
• Must demonstrate superior organization and time management skills 
• Excellent verbal, written, and social communication skills. Demonstrated experience with meeting and dealing with people at all levels of the organization in an efficient and tactful manner 
• Manages multiple priorities and demonstrates a methodical approach for all projects  
• Motivated and cohesive team player  
• Communicates effectively in both written and verbal  
• Demonstrates innovative ways to use technology to improve day to day responsibilities  
• Meticulous attention to detail and ability to prioritize effectively  

Physical and/or Additional Requirements 

• Must be able to work all shifts and available for overtime as well as weekends when needed. 
• Ability to routinely lift 10-20 lbs., and occasionally lift and move up to 25 lbs. 

ITAR Requirements

To conform to U.S. Government space technology export regulations, applicant must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by ITAR (22 CFR §120.15) or eligible to obtain the required authorizations from the U.S. Department of State.

Virgin Galactic is an Equal Opportunity Employer; employment with Virgin Galactic is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.

As part of our commitment to health and safety, COVID-19 vaccines are required for current U.S. teammates, as well as newly hired employees.

As of October 1, 2021, all new hires must be able to provide proof that they are fully vaccinated against the COVID-19virus, (“fully vaccinated” means at least two week have expired since receiving the vaccination’s last dose as recommended by the manufacturer).  If you are offered employment, this requirement must be met be your date of hire.  Virgin Galactic complies with federal, state, and local laws with regard to accommodations related to this policy.

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