Manage incoming support requests via phone, email, and ticketing system.
Prioritize and assign tickets to appropriate technicians based on skillset and urgency.
Monitor ticket resolution times and ensure adherence to SLAs.
Track and report on key performance indicators (KPIs) related to help desk performance.
Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team.
Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks.
Coordinate field tech dispatches, validating onsite times and hardware needed.
Ensure that all customer inquiries and complaints are addressed promptly and professionally.
Build and maintain positive relationships with end-users.
Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.

Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable.
3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.
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 with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired.
Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless.

Service Desk Coordinator

Key skills