Job Description
Job Summary
The Help Desk Coordinator is a non-technical role and the first point of contact for all IT support requests. They are responsible for answering phone calls, logging new tickets for requests not submitted by e-mail, performing initial triage of all types of tickets, and assigning tickets to the appropriate technicians based on priority, availability, and skillset. This entry level role is not itself highly technical in nature, but it requires someone who can understand a customer's requests at a surface level to route tickets to an appropriate technician. It's perfect for someone with an interest in IT that is not necessarily trying to break into the field. It requires the candidate to work primarily from their home office, but a local presence is required for team activities and responsibilities that may include inventory management at an in-town location.
Key Responsibilities
Answer incoming phone calls and assist with support inquiries during business hours
Receive and document support requests via phone, email, or ticketing system
Perform basic troubleshooting and triage based on preset manual for simple issues
Prioritize and dispatch tickets to the appropriate technician or team
Monitor ticket progress and ensure timely updates and resolution
Follow up with customers to provide status updates or collect additional information
Track technician availability and manage dispatch schedule
Escalate unresolved or urgent issues appropriately
Maintain accurate records in the help desk system
Assist with inventory and order management for equipment
Generate performance and SLA compliance reports as needed
Qualifications
Education & Experience
High school diploma or equivalent required
1+ year of experience in a help desk, IT support, general customer service, or dispatch role
Technical Skills
Proficiency in Microsoft Office, especially O365 including Outlook and Teams
Savvy Windows desktop user, even if not highly technical
Core Competencies
Strong communication skills (verbal and written)
Customer service orientation and professionalism
Excellent organizational and time management skills
Ability to work in a fast-paced environment and manage multiple tasks
Attention to detail and a proactive mindset
Ability to stay calm and composed under pressure
Preferred Qualifications
Degree or equivalent experience in communications or English a plus
Familiarity with ticketing systems
Basic IT troubleshooting knowledge
Prior experience working for a Managed Service Provider (MSP)
Work Conditions
Success Metrics
High SLA compliance and low ticket backlog
Positive feedback from users and internal teams
Efficient technician scheduling and resource utilization
Accurate and timely ticket handling, status updates, and documentation
Concentrics will offer our customers a premium IT services solution with an exceptional value. We are committed to providing best in class services that will help our customers succeed by ensuring that they maximize their investment in their IT infrastructure, to reduce operating costs and maintain an IT technology competitive advantage in their business market.
Concentrics will offer our customers a premium IT services solution with an exceptional value. We are committed to providing best in class services that will help our customers succeed by ensuring that they maximize their investment in their IT infrastructure, to reduce operating costs and maintain an IT technology competitive advantage in their business market.
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