What are the responsibilities and job description for the Service Desk Coordinator position at KJ Technology?
KJ Technology is dedicated to being the very best in IT Support Services in the Metro New York area. We're proud of the success we've achieved for 25 years driven by our core values of Transparency and Candor, being Driven, acting as a Client Advocate, and Continuous Improvement.
Working Hours & Availability: Monday – Friday 8:30am – 5:30pm Eastern Time Zone
We are seeking a Service Desk Coordinator to support the service desk in managing the service boards while gaining a strong foundation in IT operations. In this role, the successful candidate will be fully trained on the service desk workflow, including ticket triage, SLA monitoring, engineer scheduling, and escalation processes, gaining an in-depth understanding of day-to-day operations.
As the company and role evolve, this position offers continuous growth opportunities, with the expectation that the specialist will gain the experience necessary to grow into a full-fledged service desk engineer.
POSITION RESPONSIBILITIES:
Working Hours & Availability: Monday – Friday 8:30am – 5:30pm Eastern Time Zone
We are seeking a Service Desk Coordinator to support the service desk in managing the service boards while gaining a strong foundation in IT operations. In this role, the successful candidate will be fully trained on the service desk workflow, including ticket triage, SLA monitoring, engineer scheduling, and escalation processes, gaining an in-depth understanding of day-to-day operations.
As the company and role evolve, this position offers continuous growth opportunities, with the expectation that the specialist will gain the experience necessary to grow into a full-fledged service desk engineer.
POSITION RESPONSIBILITIES:
- Observe and study service desk operations, including ticket triage, SLA management, engineer scheduling, and escalation workflows.
- Assign tickets to correct board and, when necessary, assign, schedule, and schedule service technicians for remote and onsite service according to urgency, priority, and contractual service level agreement (SLA).
- Capture and update client information such as location of incident, contact information of requestor, point of contact for the request, and name of device that needs attention.
- Work closely with the Service Desk Manager to ensure metrics are being met.
- Minimum two years IT support or service desk experience.
- Strong written and verbal English communication skills.
- Strong organizational, presentation and customer service skills.
- MSP Experience
- Platforms: Ticketing systems (ConnectWise Manage, Autotask), Documentation systems (IT Glue), Microsoft 365
- Technologies: Remote Monitoring & Management (ConnectWise Automate, Auvik, Kaseya, Addigy), Cybersecurity (Blackpoint, SentinelOne), Email Services (Microsoft 365, Google Workspace)
- Demonstrates initiative and a strong sense of ownership in all responsibilities.
- Highly organized and detail-focused, with the ability to manage multiple priorities under pressure.
- Comfortable working independently while contributing meaningfully to team strategies.
- Maintains strict compliance with all security and data privacy guidelines and requirements.
- Communicates clearly, professionally, and confidently with both clients and internal teams.
- Actively engages others to develop scenarios that lead to high levels of client satisfaction.
- Listens attentively and responds thoughtfully to feedback from clients and colleagues.