Help Desk Coordinator

OnCall IT, Inc. is seeking a highly organized, professional, to manage the day-to-day flow of our operations as the Help Desk Coordinator.

This is NOT a hands-on IT support, help desk technician, desktop support, or systems administrator role.

This role is a dispatch and coordination-focused role, serving as the central communication hub between our clients and technicians. You will be responsible for answering incoming support requests, creating and prioritizing service tickets, and coordinating technician schedules to ensure timely and effective resolution of client issues.

There are some additional administrative tasks that help the office run smoothly; however, as noted above, this role is primarily dispatch-focused.

The integral position is largely operational and client-facing, ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and excels at communication., Dispatch & Help Desk Operations

• Answer incoming client requests via phone and email
• Create, update, and prioritize service tickets using our service desk software
• Dispatch and manage technicians’ schedules based on urgency, availability, and skill set
• Monitor ticket queues and follow up to ensure timely resolution
• Communicate clearly with clients regarding status updates and next steps

Coordination & Support

• Act as a liaison between clients, technicians, and internal staff
• Escalate urgent issues appropriately
• Maintain accurate ticket notes and documentation
• Assist with tracking hardware shipments, inventory, and vendor coordination

Administrative Support (Secondary)

• Work with the office manager on clerical tasks as needed
• Assist office manager with building management items
• Help with special projects requiring organization, research, or documentation

• Minimum 1 year of professional work experience, preferably in customer service, dispatch, or help desk environments
• Bachelor’s degree from an accredited college or university preferred, but not required.
• Excellent verbal communication skills - confident and professional on the phone
• Strong written communication skills - proper grammar, spelling, and clarity
• Outstanding organizational and multitasking abilities
• Comfortable working in a fast-paced, ticket-driven environment
• Technical proficiency with:
• Microsoft Word, Excel, Outlook, Teams
• Adobe Acrobat
• Ticketing software, preferably ConnectWise
• Ability to learn new systems quickly and work both independently and as part of a team
• Reliable automobile, proof of automobile insurance, and valid driver’s license
• Ability to lift/carry computer equipment under 20 lbs

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account
• Disability insurance, We recognize people as our most valuable asset. Our benefits package includes:
• Competitive hourly pay
• Paid holidays and paid sick/vacation time
• Medical, dental, and vision insurance
• Life and long-term disability insurance
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• 401k retirement plan with profit sharing
• Performance bonuses

COMPANY CULTURE

• Personal, team-oriented, small business environment
• Business casual dress code
• Company social events
• Supportive leadership and opportunities for growth

OnCall IT, Inc. has been helping small and medium-sized businesses across Southern California manage their technology since 2001. We provide comprehensive IT support for Windows-based environments, including help desk services, onsite support, network design, system monitoring, procurement, vendor coordination, and hosted services.

We believe that tech support is really people support. Our staff is made up of a diverse group of professionals who have strong technical knowledge. More importantly, though, is their ability to communicate technical information to non-technical end users in a clear, patient, and pleasant manner. We pride ourselves in the excellent relationships we have built over the years with our many clients and the trust they put in us to help them run their businesses effectively.