Job Description

Job Description

Job Description

Job Summary

The Help Desk Coordinator is a non-technical role and the first point of contact for all IT support requests. They are responsible for answering phone calls, logging new tickets for requests not submitted by e-mail, performing initial triage of all types of tickets, and assigning tickets to the appropriate technicians based on priority, availability, and skillset. This entry level role is not itself highly technical in nature, but it requires someone who can understand a customer's requests at a surface level to route tickets to an appropriate technician. It's perfect for someone with an interest in IT that is not necessarily trying to break into the field. It requires the candidate to work primarily from their home office, but a local presence is required for team activities and responsibilities that may include inventory management at an in-town location.

Key Responsibilities

• Answer incoming phone calls and assist with support inquiries during business hours

• Receive and document support requests via phone, email, or ticketing system

• Perform basic troubleshooting and triage based on preset manual for simple issues

• Prioritize and dispatch tickets to the appropriate technician or team

• Monitor ticket progress and ensure timely updates and resolution

• Follow up with customers to provide status updates or collect additional information

• Track technician availability and manage dispatch schedule

• Escalate unresolved or urgent issues appropriately

• Maintain accurate records in the help desk system

• Assist with inventory and order management for equipment

• Generate performance and SLA compliance reports as needed

Qualifications

Education & Experience

• High school diploma or equivalent required

• 1+ year of experience in a help desk, IT support, general customer service, or dispatch role

Technical Skills

• Proficiency in Microsoft Office, especially O365 including Outlook and Teams

• Savvy Windows desktop user, even if not highly technical

Core Competencies

• Strong communication skills (verbal and written)

• Customer service orientation and professionalism

• Excellent organizational and time management skills

• Ability to work in a fast-paced environment and manage multiple tasks

• Attention to detail and a proactive mindset

• Ability to stay calm and composed under pressure

Preferred Qualifications

• Degree or equivalent experience in communications or English a plus

• Familiarity with ticketing systems

• Basic IT troubleshooting knowledge

• Prior experience working for a Managed Service Provider (MSP)

Work Conditions

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and phone
• Possible lifting of moderately heavy objects, such as computers and peripherals
• High-speed home internet connection and comfortable home office working environment free from distractions and interruptions; PC and peripherals will be provided
• Our business hours are generally 7am-5pm and this role would occupy an 8-hour day within this; may include occasional on-call coverage or overtime as needed
• In-town travel may be required for the purpose of inventory management at our storage facility; a reliable vehicle is required; travel will be compensated based on IRS mileage reimbursement guidelines

Success Metrics

• High SLA compliance and low ticket backlog

• Positive feedback from users and internal teams

• Efficient technician scheduling and resource utilization

• Accurate and timely ticket handling, status updates, and documentation

Concentrics will offer our customers a premium IT services solution with an exceptional value. We are committed to providing best in class services that will help our customers succeed by ensuring that they maximize their investment in their IT infrastructure, to reduce operating costs and maintain an IT technology competitive advantage in their business market.

Company Description

Concentrics will offer our customers a premium IT services solution with an exceptional value. We are committed to providing best in class services that will help our customers succeed by ensuring that they maximize their investment in their IT infrastructure, to reduce operating costs and maintain an IT technology competitive advantage in their business market.

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