Help Desk Technician Tier 1 / Service Desk Coordinator

Overview

We are seeking a customer-focused Tier 1 Help Desk Technician with additional responsibilities as a Service Desk Queue Coordinator to ensure smooth, efficient, and well-coordinated ticket flow within our MSP environment. This hybrid role combines frontline technical support with high-level ticket coordination duties, including monitoring queues, assigning tickets, balancing workloads, and maintaining clear communication with technical staff.

Key Responsibilities

Ticket Intake, Monitoring & Coordination (Service Desk Queue Coordinator)

• Monitor all incoming service tickets in real time.
• Acknowledge tickets promptly and categorize them by priority, complexity, urgency, and service impact.
• Manage queues to prevent backlogs and ensure SLA adherence.
• Assign tickets to Tier 1, Tier 2, or Tier 3 technicians based on skills, availability, and workload.
• Ensure timely assignments to maintain service continuity.
• Perform load balancing to optimize technician productivity.
• Reassign or escalate tickets as needed.

Helpdesk Support (Tier 1 Duties)

• Serve as the first point of contact for all user support requests.
• Troubleshoot and resolve standard Tier 1 issues, including password resets, email, user onboarding and offboarding, Microsoft 365, and hardware/software issues.
• Document all work performed and ensure accurate ticket updates.
• Escalate issues to Tier 2 or 3 when necessary.
• Follow established troubleshooting procedures and checklists.

Client Support & Customer Service

• Provide friendly, professional, and timely support to users.
• Communicate clearly with non-technical users.
• Maintain positive client experience and represent the MSP professionally.

Systems, Tools & Maintenance

• Use RMM tools for basic tasks and alerts.
• Work within a PSA system for ticket and time management.
• Assist with workstation setups, deployments, and user onboarding and offboarding.
• Monitor alerts and perform routine maintenance tasks.

Communication & Collaboration

• Serve as the communication hub between the service desk and technical staff.
• Provide technicians with updates on ticket changes, escalations, or requirements.
• Collaborate with other departments to resolve cross-functional tickets.
• Participate in team meetings and share insights based on ticket trends.

Administrative Support & Other Duties

• Assist with closing non-technical or low-complexity tickets.
• Ensure documentation is complete and accurate.
• Assist with monthly client audits.
• Continue developing technical knowledge.
• Participate in on-call schedules as needed.
• Perform other duties assigned by the Help Desk Manager.

Qualifications & Skills

Technical Skills

• Basic understanding of Windows 10/11 and Microsoft 365.
• Familiarity with basic networking concepts (IP addressing, Wi-Fi, VPN).
• Experience in troubleshooting hardware and software issues.
• Exposure to Active Directory is a plus.
• Familiarity with RMM/PSA systems preferred.

Experience

• 1–2 years of helpdesk or technical support experience.
• MSP experience is a plus.
• Certifications are a plus.

Core Skills

• Exceptional organizational and time-management abilities.
• Ability to manage multiple tasks and queues simultaneously.
• Strong written and verbal communication skills.
• Customer-focused approach.
• Ability to work independently in a remote or hybrid setting.

Success Indicators

• Tickets acknowledged and assigned within SLAs.
• Balanced technician workloads.
• Reduced ticket backlog and improved resolution times.
• Positive staff and management feedback.
• High customer satisfaction through efficient ticket handling.

Benefits

Competitive salary

Performance-based bonuses

Health, dental, and vision insurance

Growth and training opportunities

Physical Requirements & Work Conditions

Ability to lift and move up to 50 lbs., climb ladders, crouch and work safely around heavy equipment

Clean driving record and reliable transportation.

Equal Opportunity Employer.