IT Help Desk Coordinator

Description

The Help Desk Administrator serves as the first point of contact for incoming IT support requests. This role monitors and organizes incoming help desk tickets, assigns them to appropriate technicians, and provides direct assistance with basic technical issues such as password resets, account access, and login troubleshooting. Additionally, the position is responsible for maintaining IT documentation, tracking vendor invoices, and supporting the daily operations of the IT department.

Key Responsibilities

• Monitor incoming help desk tickets through the ticketing system and ensure timely response and assignment to the appropriate technicians.
• Provide first-level support for common issues including password resets, account lockouts, and general login or access problems.
• Track and follow up on open tickets to ensure issues are resolved within service level expectations.
• Maintain and organize IT documentation including user guides, network diagrams, asset lists, and procedural documentation.
• Manage vendor invoices, service contracts, and renewal schedules to ensure accurate tracking and timely payment.
• Assist with onboarding and off-boarding tasks (e.g., creating or disabling user accounts, assigning equipment).
• Support IT leadership with administrative tasks, reporting, and basic system maintenance as needed.
• Maintain confidentiality and data security across all IT processes.

Requirements

Skills

• Strong organizational and multitasking abilities. Excellent written and verbal communication skills. Basic understanding of Windows operating systems, Active Directory, and common business applications. Familiarity with ticketing systems (e.g., Track-it, Zendesk, Jira, or similar).
• Proficiency in Microsoft Office 365 tools (Excel, Outlook, Teams, SharePoint).
• Customer-focused mindset with patience and professionalism. Attention to detail and ability to manage competing priorities. Interest in growing within IT support or systems administration roles.

Qualification

• Education: Associate’s degree in information technology, or related field preferred; equivalent experience accepted.
• Experience: 1–2 years of experience in IT support or administrative coordination role.
• Availability: Work on-site and authorized to work in the USA