Position Details

Type Not Specified

Experience entry

Exp. Years 1+ year of IT experience

Education Bachelor’s degree or Equivalent Experience

Category IT Support & Helpdesk

About this role

This role coordinates service desk activity by triaging and managing Tier 1-2 support tickets and providing routine issue support. The IT coordinator/service desk coordinator supports end users, communicates professionally with users and vendors, and escalates issues when needed, while also completing daily IT system extract/import/export tasks.

Key Responsibilities

Create, review and triage Tier (1-2) tickets
Provide support for routine issues and common problems
Complete daily extracts, daily system imports and exports for the IT Department
Provide excellent customer service by communicating professionally and effectively with end users
Identify issues requiring escalated support and route to the appropriate team or leadership

Technical Overview

The technical scope centers on Tier 1-2 help desk operations, including ticket logging, categorization, triage, and escalation. It also includes recurring daily IT Department tasks such as completing daily extracts and daily system imports and exports.

Ideal Candidate

The ideal candidate is an entry-level service desk coordinator with 1+ year of technical experience supporting hardware and software. They can triage and manage Tier 1-2 tickets, provide routine issue support, deliver strong customer service to end users and vendors, and escalate issues appropriately. They are also comfortable with daily IT department system extract/import/export tasks.

Must-Have Skills

Bachelor’s degree or equivalent experienceat least one year of technical experience with hardware/softwaretriaging and managing support tickets (Tier 1-2)logging all incoming requests and categorizing them appropriatelyprovide support for routine issues and common problemsdeliver excellent customer servicecommunicating professionally with users and vendorsescalating issues as needed

Tools & Platforms

service deskticketing system

Required Skills

triaging support ticketsTier (1-2) ticketsroutine issue supportcustomer servicecommunicating professionally with users and vendorsescalating issueslogging incoming requestscategorizing ticketsdaily extractsdaily system imports and exportstechnical experience with hardware/software

Hard Skills

triaging support ticketsTier 1-2 ticketsissue escalationroutine issue supportlogging incoming requestscategorizing ticketsdaily system extractsdaily system importsdaily system exportscustomer serviceend user supporthardware/software technical supportbachelor’s degree or equivalent experiencetechnical experience with hardware/softwarecommunicating professionally with users and vendors

Soft Skills

excellent customer servicecommunicating professionallyorganizational skillsinterpersonal skillsability to communicate professionally with users and vendorsescalation communication

Industry & Role

Industry Construction

Job Function Coordinate service desk operations by triaging Tier 1-2 tickets and delivering routine end-user IT support while supporting daily IT system workflows.

Role Subtype Service Desk Analyst

Tech Domains ITSM / ServiceNow

Keywords for Your Resume

IT CoordinatorService Desk CoordinatorService Desk Coordinator positiontriagesupport ticketsTier (1-2) ticketsTier 1-2technical experience with hardware/softwarebachelor’s degreeequivalent experienceroutine issue supportcustomer serviceend usersusers and vendorsescalating issuesdaily extractsdaily system importsdaily system exportslogging incoming requestscategorizing ticketsIT Departmenthardware/software support

Deal Breakers

Must have bachelor’s degree or equivalent experience, Must have at least one year of technical experience with hardware/software, Must be able to work on-site in the Orlando, FL area (role stated for Orlando, FL)

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