IT Help Desk Coordinator & Support

- Ensure timely resolution of client issues by following up on aging or unresolved tickets - Review and verify the accuracy of technician time entries and follow up as needed - Dispatch and balance technician schedules effectively - Monitor incoming service requests and alerts to ensure prompt responses - Serve as the first point of contact for support and service inquiries via phone - Create, prioritize, and assign tickets based on urgency and technician skills - Collaborate with the Manager to identify and address roadblocks or inefficiencies - Offer basic remote technical support for clients (e.g., password resets, MFA issues, email setup, printer troubleshooting) - Assist with device setup, configuration, and deployment tasks - Support administrative duties such as Microsoft 365 account creation and license assignments - Document all technical procedures and client interactions accurately in the ticketing system - Manage all incoming and outgoing packages, ensuring proper logging and notification - Track client device movements for repairs and deployments - Coordinate shipping, returns, and receipt of vendor shipments - Prepare and organize equipment for technician pickup, keeping track of serial numbers - Aid in the development of internal documentation, including SOPs and quick-reference guides - Help structure client documentation according to best practices - Maintain consistent and professional communication via phone, email, and tickets - Escalate any initial signs of client dissatisfaction to the Manager or team lead