Overview

Job Description

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.

Ad submitted confidentially.