Help Desk Coordinator / Office Administrator

We are seeking a highly organized, customer-focused professional to join our team as a Help Desk Coordinator / Office Administrator. This is a key role within our organization that combines client support, service coordination, and office administration responsibilities., Client Support & Help Desk Coordination

• Serve as the first point of contact for clients via phone, email, and voicemail.
• Professionally communicate with clients to understand and document support requests.
• Create, update, and manage service tickets accurately and thoroughly.
• Monitor incoming requests and ensure Service Level Agreement (SLA) requirements are met.
• Follow up with clients regarding ticket status and service updates.
• Escalate urgent issues when necessary to ensure timely resolution.

Technician Coordination & Accountability

• Monitor technician ticket queues and workloads.
• Ensure technicians respond to client requests and service tickets in a timely manner.
• Follow up on overdue tickets and outstanding client communications.
• Coordinate scheduling and dispatching of technicians as needed.
• Maintain service quality by ensuring proper documentation and communication standards are followed.
• Assist management with reporting and workflow improvements.

Office Administration

• Manage daily office operations and administrative functions.
• Order and maintain office supplies and inventory.
• Manage hardware and parts inventory.
• Maintain organized records, files, and documentation.
• Assist with invoicing support, reporting, and data entry.
• Coordinate with vendors and service providers.
• Support marketing initiatives and company communications.
• Provide administrative support for internal projects and team activities.

Systems & Documentation

• Utilize PSA (Professional Services Automation) software to track and manage service requests.
• Utilize RMM (Remote Monitoring and Management) tools to support service operations.
• Research client questions and collaborate with technical staff to facilitate solutions.
• Maintain accurate records and ensure all client interactions are properly documented.

Do you have experience in Productivity software?, The ideal candidate will have a minimum of three (3) years of experience in customer service, office administration, service coordination, or help desk operations. They must be exceptionally organized, able to manage multiple priorities, and committed to delivering outstanding customer service while ensuring operational efficiency., * Minimum of three (3) years of experience in customer service, office administration, service coordination, or a related role.

• Exceptional customer service and communication skills.
• Strong organizational and time-management abilities.
• Proven ability to manage multiple tasks and priorities simultaneously.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office and business software applications.
• Ability to work independently while collaborating effectively with a team.

Preferred

• Experience working in an IT services or Managed Service Provider (MSP) environment.
• Experience with PSA and RMM platforms.
• Inventory management experience.
• Familiarity with ticketing systems and service-level agreements.

What We're Looking For

The successful candidate will be:

• Highly organized and detail-oriented.
• Professional, dependable, and proactive.
• Comfortable working in a fast-paced environment.
• Committed to providing exceptional customer service.
• Skilled at prioritizing tasks and meeting deadlines.
• Effective at coordinating people, processes, and resources to ensure smooth operations.

If you are an organized professional who enjoys helping clients, coordinating service activities, and keeping operations running efficiently, we would love to hear from you.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance