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.

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