IT Service Desk & Project Coordinator

Gabtech Global, LLC; Philippines; Remote; PHP 338,000 - 482,000; Part time

Job summary

Gabtech Global, LLC is seeking a remote IT Service Desk & Project Coordinator. The role centers on owning the ticket queue, project calendar, and coordination with field technicians and subcontractors from a centralized platform.

Responsibilities include triaging tickets in Atera, remotely resolving Tier 1 issues, and maintaining client SLAs during Mountain Time business hours. The position offers part-time hours with potential transition to full-time.

Qualifications

• 2+ years in a help desk, service coordinator, project coordinator, or dispatcher role at an MSP or similar
• Hands-on familiarity with at least one PSA/RMM or ticketing platform; training on Atera provided
• Working knowledge of Microsoft 365 administration and basic networking
• Comfortable communicating with clients by phone and in chat
• Organized and able to close follow-up items in writing
• Clear, plain written English with weekly status emails to clients

Responsibilities

• Run the service desk in Atera: intake via phone, email, client portal, and alerts; triage by priority; assign; follow through to resolution
• Remotely resolve Tier 1 issues for Teams Rooms, conferencing devices, displays, network basics, and cloud platforms
• Use Atera RMM to monitor endpoints, run patches, and open tickets from alerts
• Use Atera AI Copilot to summarize threads, draft replies, and generate scripts; escalate with a clean summary
• Maintain SLA response times during Mountain Time business hours and document after-hours handoff
• Maintain knowledge base with one article per recurring issue per client
• Produce monthly client service reports from Atera detailing volumes and performance
• Schedule onsite work for field techs and subcontractors with clear scope and contacts
• Brief technicians before dispatch and confirm close-out with photos
• Manage facilities-work orders via ServiceChannel; handle quotes, schedules, dispatch, invoicing
• Run project kickoff checklists, maintain master calendar, track orders
• Coordinate permits and inspections with local jurisdictions; provide weekly status emails for active projects
• Flag risks early and communicate problems to clients promptly
• Submit PO/invoice requests to Finance; log time and parts on tickets
• Contribute to weekly exception reports for orders and dispatches

Skills

Help desk

Project coordination

Customer service

Written communication

Tools

Atera

Microsoft 365

Teams

ServiceChannel

Job description

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

Job Title: IT Service Desk & Project Coordinator

Rate: Php 297.61 per hour

Work Type:

• Remote/WFH
• Part-time, with a possibility to transition into Fulltime

Working Hours:

• Part-time: 9:00am to 1:00pm Mountain Time, Monday to Friday
• Core hours once transitioned to FT: 8:00 a.m. to 5:00 p.m. Mountain Time, Monday to Friday.

Start Date: TBD

JOB OVERVIEW:

Today, support calls, contractor dispatch, permit follow-ups, and project status updates are handled by the owner and the sales lead between client meetings. We are centralizing all of that in one role and one platform. You will own the ticket queue, the project calendar, and the relationship with our field technicians and subcontractors, so that clients get fast, documented answers and projects close cleanly.

JOB ROLE & RESPONSIBILITIES:

Service Desk

• Run the service desk in Atera: intake from phone, email, client portal, and RMM alerts; triage by priority; assign; follow through to resolution.
• Remotely resolve Tier 1 issues: Teams Rooms and conferencing devices (Yealink, Neat,Logitech, Poly), displays and signage players, network basics (Wi-Fi, switch ports, ISP liaison), camera and access-control cloud platforms (Rhombus, Avigilon Alta), and Microsoft 365 user administration.
• Use Atera's RMM to monitor managed endpoints and network devices, run patching schedules, execute remediation scripts, and open tickets automatically from alerts.
• Use Atera AI Copilot to summarize ticket threads, draft client replies, and generate scripts for review; elevate to the owner or Tier 2 with a clean summary of what was tried.
• Keep SLAs: 30-minute response on critical issues, 2 hours on high, 4 hours on normal, during business hours (Mountain time), with a documented after-hours handoff.
• Maintain the knowledge base: one article per recurring issue, per client, per room standard.
• Produce monthly client service reports from Atera (ticket volume, response and resolution times, recurring issues, recommendations).

Dispatch and Field Coordination

• Schedule onsite work for our field technicians (W2 and contractor) and national subcontractors (TrickDog Technology, Field Nation/LaborFlex). Every dispatch originates from an Atera ticket with a purchase order number. No ticket, no dispatch.
• Brief technicians before they roll (scope, site contact, access, parts, photos required), and confirm close-out with photos and notes in the ticket.
• Manage facilities-program work orders for national restaurant and retail clients through
• ServiceChannel: accept, quote, schedule, dispatch, and invoice from the ticket.

Project Coordination

• Run the project kickoff checklist within three business days of a signed proposal: scope, drawings, bill of materials, schedule, permits, site contacts, client reporting cadence, service agreement.
• Maintain the master project calendar in Atera and the shared Microsoft 365 workspace; track equipment orders and deliveries against install dates with Finance.
• Own permit submissions and inspection scheduling with local jurisdictions (for example, Greenwood Village and South Metro Fire for low-voltage and fire-alarm interface work).
• Send a weekly status email for every active project over $25,000: completed this week, next week, open items, decisions needed.
• Coordinate commissioning and handover: user training sessions scheduled, as-builts and documentation delivered, service agreement activated in Atera, first managed-services invoice triggered.
• Flag schedule or budget risk early and plainly. Our clients would rather hear about a problem on Tuesday than a missed date on Friday.

Finance and Process Handoffs

• Submit purchase order and invoice requests to Finance using the standard template; confirm PO numbers before any order or dispatch.
• Log time and parts on tickets so monthly billing rolls out of Atera accurately.
• Contribute to the Friday exception report: any order, dispatch, or commitment that happened outside process.

JOB REQUIREMENTS:

Required

• 2+ years in a help desk, service coordinator, project coordinator, or dispatcher role at an MSP, AV integrator, security integrator, or low-voltage contractor.
• Hands-on familiarity with at least one PSA/RMM or ticketing platform (Atera, ConnectWise, HaloPSA, Autotask, NinjaOne, Zendesk, Freshdesk). We will train you on Atera.
• Working knowledge of Microsoft 365 administration and basic networking (IP addressing, VLAN concepts, Wi-Fi troubleshooting, reading a switch port).
• Comfortable on the phone with a frustrated client and in a chat with a technician on a ladder.
• Organized to a fault: you track open items without being asked and close the loop in writing.
• Clear, plain written English. You will write client-facing status emails every week.

Preferred

• Experience supporting Microsoft Teams Rooms or Zoom Rooms, digital signage platforms, or cloud video surveillance and access control (Rhombus, Avigilon Alta, Verkada).
• Exposure to ServiceChannel or similar facilities work-order platforms.
• Familiarity with Jetbuilt or another AV estimating tool, and with Xero or QuickBooks purchase-order workflows.
• CompTIA A+, Network+, AVIXA CTS, or Microsoft 365 fundamentals certification.
• Spanish language skills are a plus for coordinating with field crews.

Tools you will use:

• Atera (PSA, RMM, ticketing, remote access, AI Copilot), Microsoft 365 and Teams,
• ServiceChannel, Jetbuilt (read access for scope and BOM)
• Xero PO request workflow,
• Rhombus and Avigilon Alta consoles, Microsoft Teams Rooms Pro Management Portal,
• Hootsuite inbox (shared, for routing inbound social leads).

What success looks like in your first 90 days

• Atera is live with contracts, SLAs, client portal, and email-to-ticket intake; the support phone line routes to you.
• 90% of client requests are logged as tickets; the owner is handling fewer than four hours of Tier 1 support per week.
• Every field dispatch has a ticket and a PO.
• ServiceChannel work orders for our national accounts flow through Atera, and the first monthly service report has gone to a client.
• Every active project over $25,000 has a weekly status email on record, and no permit deadline has been missed.
• You can tell the owner, from memory, the status of every open project and every open P1/P2 ticket.

Why Work with Gabtech Global, LLC?

At Gabtech Global, we are committed to supporting our consultants and creating an environment where people can grow and succeed.

We uphold our core values:

• EXTRA MILE: We do more than what’s expected of us.
• RELIABLE: We do what we say we’ll do. No follow-ups are needed.
• TEAM PLAYER: We collaborate with each other to achieve our goals.
• GENUINE CARE: We do what we do because we want to, not because we have to.
• HUNGRY TO LEARN: We strive to be better every day.