Service Desk Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee incoming support requests through phone, email, and a ticketing system.

• Assess and allocate tickets to the appropriate technicians based on their skill sets and the urgency of the requests.

• Supervise ticket resolution times to ensure compliance with service level agreements (SLAs).

• Monitor and report on key performance indicators (KPIs) related to help desk operations.

• Assist the Service Desk Manager with the distribution of technical workloads to maintain a balanced ticket volume across the team.

• Engage in daily and weekly team huddles, highlighting any trends, concerns, or obstacles.

• Organize field technician dispatches, confirming onsite times and required hardware.

• Ensure that all customer inquiries and complaints are handled promptly and professionally.

• Foster and maintain positive relationships with end-users.

• Aid in the effective resolution of incidents and problems, ensuring timely escalation and follow-up.

⛳️ Requirements

• An Associate's Degree in Information Technology, Computer Science, Network Administration, or a related business field is strongly preferred.

• A minimum of 3 years of relevant IT experience as a Help Desk Analyst, Desktop Administrator, IT Specialist, or in a similar role.

• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly regarded.

• Technical knowledge of current IT infrastructures, including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems, and security.

• Proficiency in Microsoft server and client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, printing, and Microsoft Office is highly desired.

• Understanding of LAN/WAN connectivity designs, firewalls, switching, and wireless technologies.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Professional development opportunities