Help Desk Coordinator

The Help Desk Coordinator is the first point of contact for incoming service calls and manages scheduling, dispatch, and tracking of help desk requests.

Responsibilities

• Coordinate help desk ticket management: log, prioritize, assign, track, and document requests in help desk systems
• Serve as the primary contact for service requests, managing a high volume of incoming calls and emails
• Prioritize and assign tickets according to established company policy and procedures
• Monitor resource schedules to support timely time entry on service requests
• Communicate clearly with customers by providing accurate updates on request progress and changes or agreed outages
• Maintain consistent client satisfaction and help ensure efficient team execution
• Ensure service requests are entered into systems with all required details and accurate information
• Coordinate with Service and Engineering Departments to delegate tasks and complete requests in a timely manner
• Follow up to confirm timely resolution and ensure the escalation process is used when needed
• Adhere to all company processes and procedures with a client-first approach
• Provide and maintain detailed documentation for all support request tickets

Requirements

• Excellent customer relationship skills
• Ability to manage multiple priorities and projects at the same time
• Strong listening and communication skills, both verbal and written
• Organized, detail oriented, and self-motivated
• Ability to prioritize competing objectives and meet deadlines
• Strong computer skills; ability to communicate electronically and on the phone
• Knowledge in basic networking configurations
• Ability to stay in contact with the client through completion of the service request
• Problem-solving ability and ability to meet service level agreement requirements
• Capability to build positive, collaborative working relationships
• Willingness to develop professionally and ability to work with limited supervision
• Reliable means of transportation and communication
• Must have a clean 7-year criminal background check

Preferred Experience

• 2+ years of experience in a fast-paced administrative role (preferred)
• 2+ years of experience in customer service via phone or a call center environment (preferred)
• Experience working for an IT provider, managed service provider, or similar business (preferred, not required)
• No technical skills or experience required; training on IT products and services, plus internal processes and procedures, will be provided

Pay and Schedule

• Pay: $17.00 - $20.00 per hour
• Expected hours: 40.0 per week

Work Location

• Location: Tampa, FL
• Work mode: Onsite (in person)

Physical Requirements and Work Conditions

• Ability to work in a standard office setting (on site or off) and use standard office equipment, including a computer
• Ability to concentrate to maintain attention to detail despite interruptions
• Ability to lift and carry objects up to 50 pounds
• Ability to read printed materials and a computer screen
• Hearing and speech required for in-person and/or telephone communication
• Ability to sit/stand for extended periods of time
• Ability to drive a motorized vehicle

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Work type: In person