Help Desk Project Coordinator
Role details
Job location
Tech stack
Job description
We are seeking a Help Desk Project Coordinator to serve as the primary front-line support resource for an internal IT organization. This role combines hands-on technical support, high-volume call handling, and coordination of help desk and desktop support activities. The ideal candidate is highly organized, customer-focused, and comfortable resolving technical issues over the phone while managing scheduling, documentation, and service coordination. This is a hands-on role that requires the ability to multitask, prioritize incoming requests, and ensure a smooth support experience for end users.
Core Responsibilities
- Serve as the first point of contact for all incoming IT support calls and requests
- Handle a high volume of incoming calls, providing professional and efficient customer service
- Troubleshoot and resolve technical issues remotely whenever possible
- Escalate unresolved issues appropriately and coordinate scheduling with support technicians
- Log, update, and manage support tickets, ensuring accurate documentation and timely resolution
- Provide guidance and follow-up to ensure user satisfaction
- Support day-to-day IT operations by coordinating tasks, tracking progress, and assisting with project-related activities
- Assist with IT documentation, basic system updates, and administrative support
- Collaborate closely with IT leadership and technical teams to improve support workflows and processes
Requirements
- Active Directory experience, including user account management, password resets, and basic administration
- Proven experience handling incoming IT support calls in a help desk or service desk environment
- Strong phone-based troubleshooting and customer service skills
- Experience supporting hardware, software, and system-related issues
- Ability to triage, prioritize, and escalate issues appropriately
- Familiarity with ticketing systems, documentation standards, and service workflows
- Strong written and verbal communication skills
- Ability to manage multiple tasks simultaneously with attention to detail
Preferred
- Experience coordinating or supporting help desk or desktop support teams
- Working knowledge of PC and Mac environments
- Understanding of LAN/WAN concepts and basic networking
- ITIL familiarity or exposure to structured IT service management practices
Desired Attributes
- Highly organized and dependable
- Calm and professional under pressure
- Strong problem-solving and critical-thinking skills
- Customer-focused mindset with a proactive approach
- Comfortable working in a fast-paced support environment
Benefits & conditions
This is a Contract position based out of Yorktown Heights, NY. Pay and Benefits The pay range for this position is $25.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
