Maintenance Ticketing System Coordinator
ServiceNet, Inc.
Location: Northampton, MA
Work Schedule: Full-time, Monday - Friday
Salary Range: $22.00-24.00/hr
Position Overview:
As the Maintenance Ticketing System Coordinator, you will oversee and manage the ticketing system to ensure timely and efficient resolution of maintenance requests. This role requires strong organizational and communication skills to track, prioritize, and collaborate with maintenance teams to address facility needs promptly and maintain high-quality service standards.
Key Responsibilities:
Ticket Management:
- Manage and maintain the maintenance ticketing system, ensuring all incoming requests are logged, prioritized, and routed appropriately.
- Monitor ticket statuses and follow up to ensure timely completion of maintenance tasks.
- Analyze ticket data to identify patterns and recommend solutions for recurring issues.
- Create and maintain documentation for ticketing workflows and system updates.
Coordination and Communication:
- Serve as the central point of contact for maintenance ticket-related queries and updates.
- Collaborate with maintenance staff and other departments to ensure efficient resolution of issues.
- Communicate status updates and resolutions to requesters in a timely manner.
Process Improvement:
- Evaluate and improve ticketing processes to enhance system efficiency and response times.
- Provide recommendations for resource allocation based on ticket trends and priorities.
Experience and Qualifications:
- Bachelor’s degree or equivalent work experience.
- Prior experience in ticketing systems management or maintenance coordination preferred.
- Familiarity with maintenance operations, tools, and ticketing software.
- Strong organizational and time management skills.
- Excellent communication and customer service abilities.
Key Skills:
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Organizational Skills: Manage multiple tasks and prioritize effectively in a fast-paced environment.
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Communication: Strong written and verbal communication skills to facilitate smooth coordination.
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Problem-Solving: Proactively address challenges and identify opportunities for process improvement.
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Technical Proficiency: Familiarity with ticketing software and system reporting tools.
Benefits / Incentives:
- Paid orientation and training
- Generous time-off package
- Comprehensive health and dental insurance plans
- 403(B)-retirement plan with employer matching
- Long-term disability benefits and paid life insurance
- Opportunities for career advancement, tuition assistance, and more
ServiceNet is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.
At ServiceNet, you will make a real difference. Whether you’re working in residential direct care, clinical care, peer support, or other valuable roles, you’ll be part of a compassionate team dedicated to supporting our community.
And with over 1,500 employees and 100 programs across western Massachusetts, we’re confident there’s a role that’s the right fit for you.
ServiceNet is a non-profit agency supporting people with mental health challenges, developmental disabilities, brain injuries, homelessness, and more. We offer great benefits, room to grow, and plenty of rewarding opportunities. We’d love for you to join us!
Not sure which job might be right for you? No problem! Email talent@servicenet.org to speak with a hiring manager today.
