Operations Coordinator

Job Summary
Our client is seeking an Operations Coordinator to provide technical support and operational monitoring within a fast-paced Help Desk environment. This individual will support Guests and Cast Members by troubleshooting and escalating WiFi, internet, telecommunications, and network-related issues while serving as the first point of contact for technical support requests. The role also involves monitoring network health, collaborating with telecommunications teams, and supporting critical operations and events.

Core Responsibilities

• Provide technical support via phone and email to process, troubleshoot, and escalate WiFi, internet, and telecommunications issues for Guests and Cast Members
• Monitor the health and performance of network technologies and related systems
• Troubleshoot technical issues using tools such as LogicMonitor, Airwave, Calix Management System, ServiceNow, remote diagnostic tools, and Microsoft Office applications
• Serve as "eyes on glass" by proactively monitoring systems and identifying potential issues before they impact operations
• Communicate effectively to identify, evaluate, and prioritize client needs and technical requirements
• Collaborate with telecommunications and network teams to support service delivery and ensure proper resource allocation
• Utilize ticketing systems and remote diagnostic tools to investigate and resolve technical issues
• Document troubleshooting efforts, issue resolution steps, and operational activities
• Support events through operational monitoring and technical coordination

Required Skills/Experience (Must-Haves)

• Associate's degree or equivalent work experience
• 3+ years of Technical Tier 1 Help Desk experience
• Proficiency supporting Windows and macOS environments
• Strong technical troubleshooting skills with the ability to explain technical solutions in plain language
• Experience working with ticketing systems and remote diagnostic tools
• General understanding of networking fundamentals, including TCP/IP, LAN/WAN, VPN, GPON, and DOCSIS
• Demonstrated problem-solving and analytical skills
• Strong organizational skills with experience in documentation, data collection, and prioritization
• Ability to adapt quickly to changing business needs and work independently
• Ability to work in a flexible team environment while taking ownership of assigned tasks
• Flexible schedule with availability to work nights, weekends, and holidays
• Knowledge of telecommunications services

Preferred Skills/Experience (Nice-to-Haves)

• Bachelor's degree or higher
• Experience with GPON technologies
• Familiarity with Aruba Airwave and Calix Management System
• Knowledge of Avaya phone systems and VoIP technologies
• CompTIA A+ certification
• Network-related certifications

Key Competencies & Behaviors

• Strong customer service mindset with the ability to support frustrated users professionally
• Excellent verbal and written communication skills
• Strong attention to detail and organizational abilities
• Ability to multitask and prioritize in a fast-paced environment
• Proactive problem solver with strong troubleshooting skills
• Collaborative team player who works effectively across multiple technical teams
• Ability to remain calm and effective under pressure

Work Environment

• Location: Lake Buena Vista, FL
• Schedule: 4:30 PM - 1:00 AM
• Duration: 52 Weeks (06/09/2026 – 06/12/2027)

Compensation & Benefits

• Pay Range: The approximate pay range for this position is between $15.00 and $20.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

Marketing Disclosure
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