IT Helpdesk Coordinator

IT Company; Philadelphia (Philadelphia County); On-site; USD 40,000 - 65,000; Full time

Job summary

Join a dynamic Managed Service Provider as an IT Helpdesk Coordinator, where your passion for technology and problem-solving will shine. In this role, you will oversee helpdesk operations, ensuring smooth ticket management and client satisfaction. Collaborate with a close-knit team to tackle tech challenges, provide excellent customer service, and contribute to continuous improvement. This is an exciting opportunity to work in a fast-paced environment that values flexibility and teamwork. If you thrive on making things work seamlessly and enjoy helping others, this role is perfect for you.

Qualifications

• 1+ years experience in IT helpdesk support or similar role.
• Strong communication skills to explain tech concepts to non-tech folks.

Responsibilities

• Oversee helpdesk operations, ensuring tickets are logged and resolved promptly.
• Provide friendly client support via phone, email, and remote assistance.

Skills

IT Helpdesk Support

Communication Skills

Problem-Solving

Customer Service

Organizational Skills

Team Collaboration

Education

1+ years in IT helpdesk support

Tools

Helpdesk Ticketing Systems

Remote Support Tools

Job description

Job Description

Job Description

Overview

Are you passionate about helping people with their tech troubles? Do you love making things work smoothly? Well, we’re looking for an enthusiastic IT Helpdesk Coordinator to join our small but mighty team. We’re a close-knit Managed Service Provider that’s all about top-notch IT support, and we need someone who can keep our helpdesk operations running like a dream.

Key Responsibilities

• Helpdesk Hero: Be the superstar who oversees our helpdesk, ensuring every support ticket is logged, categorized, and prioritized perfectly. Keep an eye on ticket statuses and make sure they’re resolved faster than a speeding bullet.
• Client Support Whiz: Be the friendly voice on the phone and the helpful hand via email and remote assistance. Solve all sorts of tech issues, from hardware hiccups to software snags, making sure each client walks away smiling.
• Team Coordinator Extraordinaire: Work alongside our amazing Field Engineers, delegating tasks, managing workloads, and ensuring we deliver the best service ever.
• Escalation Ninja: Handle those tricky issues that need advanced troubleshooting or specialized expertise. Collaborate with higher-level tech teams or vendors to save the day.
• Documentation Guru: Keep detailed records of support activities, solutions, and client interactions. Create and update helpdesk procedures and knowledge base articles like a pro.
• Inventory Wizard: Track and receive incoming inventory, coordinating schedules with customers to ensure everything runs smoothly.
• Continuous Improvement Captain: Spot areas for improvement and propose solutions to make our helpdesk operations even better. Implement best practices and process tweaks to keep things humming along.
• Customer Satisfaction Champion: Ensure our clients are thrilled with the service they receive. Follow up and make sure their issues are resolved to their complete satisfaction.
• Miscellaneous Office Tasks: With a team of 17 members, we all wear a lot of hats. We would need this candidate to oversee our office needs by ordering supplies, lunches, and be open to accepting tasks that keep our team running!

Qualifications

• Experience: At least 1 year in IT helpdesk support or a similar role, with a knack for managing helpdesk operations and coordinating teams.
• Technical Skills: The ability to decipher or diagnose potential hardware, software, network, and application issues. Familiar with remote support tools and helpdesk ticketing systems.
• Communication Skills: Excellent verbal and written communication abilities. Can explain tech concepts to non-tech folks with ease.
• Problem-Solving: Strong analytical and troubleshooting skills. Quickly diagnose issues and develop effective solutions.
• Customer Service: A customer-centric approach with a passion for providing high-quality support and ensuring client satisfaction.
• Organizational Skills: Superb organizational and time management skills. Able to juggle multiple tasks and meet deadlines.
• Team Collaboration: Proven ability to work well in a team environment. Must be able to see trouble tickets from start to finish.

Work Environment

You’ll be working in office in a dynamic, fast-paced environment where every day brings new challenges and opportunities. We value flexibility, adaptability, and a sense of humor, because let’s face it, tech problems can sometimes be a bit crazy!

Company Description

Ad submitted confidentially.

Company Description

Ad submitted confidentially.