Helpdesk Coordinator

IT services and managed services provider (MSP) is seeking a Junior Helpdesk Coordinator to join their team. In this client-facing role, you will serve as the primary point of contact for incoming client support requests, ensuring all calls are answered promptly, documented accurately, and routed to the appropriate technical resources. You will play a critical role in coordinating service desk operations and delivering a high-quality customer experience for clients across multiple industries.

This role is heavily phone-based and focused on triaging support requests, coordinating technician assignments, and maintaining clear communication with clients throughout the support process
. The ideal candidate is highly organized, calm under pressure, and able to manage a high volume of calls while maintaining professionalism and accuracy.

You will work closely with service desk technicians, engineers, and management to ensure all tickets are handled efficiently and clients receive timely updates on their support requests. This role is ideal for someone who enjoys working in a fast-paced environment, interacting with customers, and helping coordinate technical solutions.

This role will be on-site in Douglasville, PA.

• 1+ years of experience in a service desk, call center, help desk, or customer support environment
• Strong professional phone presence with excellent verbal communication skills
• Experience handling high call volumes while maintaining professionalism and accuracy
• Experience documenting and managing service requests in a ticketing system
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment
• Ability to actively listen to client concerns and gather accurate technical and business information
• Strong customer service mindset with the ability to de-escalate frustrated callers
• Experience coordinating requests between customers and technical teams
• Ability to maintain detailed documentation while communicating with callers
• Reliable attendance and punctuality for scheduled shifts

• Familiarity with ticketing platforms such as Connect Wise, Service Now, Autotask, or similar systems
• Understanding of basic IT terminology and service desk workflows
• Strong written communication skills for client email updates

• Serving as the first point of contact for incoming client support calls
• Answering phones professionally and ensuring a positive client experience
• Actively listening to client concerns and gathering relevant technical and business details
• Creating and documenting support tickets accurately within the ticketing system
• Assigning tickets to the appropriate technicians based on urgency, skillset, and availability
• Monitoring service boards to ensure tickets are being addressed promptly
• Following up on tickets requiring additional updates or escalation
• Communicating ticket status and resolution updates back to clients via phone or email
• Escalating critical or aging tickets to the Service Desk Manager when necessary
• Supporting the service desk team by coordinating communication between clients and technicians
• Maintaining company customer service standards and ensuring a “white-glove” client experience

• 70% Call Management, Ticket Creation, and Service Desk Dispatching
• 20% Ticket Monitoring, Status Updates, and Coordination with Technical Teams
• 10% Client Follow-ups and Service Experience Support

• 50% Answering incoming client calls and gathering information for support requests
• 25% Creating tickets and dispatching requests to appropriate technicians
• 15% Monitoring ticket progress and following up on aging or escalated requests
• 10% Communicating updates to clients and supporting service desk operations

• Competitive salary based on experience
• 401(k) with company matching
• Comprehensive medical, dental, and vision benefits
• Generous PTO and paid holidays
• Professional development opportunities and internal training
• Supportive team environment within a growing technology services company

Applicants must be currently authorized to work in the US on a full‑time basis now and in the future.