IT Service Desk Coordinator

AssistRx•Maitland, FL

About The Position

The Service Desk Coordinator (Level 1 Call Support Technician) is a member of the Internal Systems IT Support Team responsible for serving as the first point of contact for AssistRx employees seeking IT support. This role provides professional and responsive phone-based and remote support while coordinating incoming service requests and incidents. The Service Desk Coordinator is responsible for initial intake, troubleshooting, ticket documentation, and triage of IT issues, ensuring requests are properly resolved or escalated to the appropriate IT teams. This role plays a critical part in delivering exceptional end-user experience by providing timely communication, clear documentation, and efficient coordination of IT support services. Support may include a wide range of technologies including telephony, conference room technology, iOS devices, Windows workstations, and enterprise applications. The position also assists in maintaining service desk workflows and improving processes that enhance support efficiency.

Requirements

Outstanding customer service skills with a strong commitment to delivering an excellent end-user experience.
Strong verbal communication skills, particularly in a phone-based support environment.
Experience supporting Windows operating systems (Windows 10/11).
Basic experience troubleshooting hardware and software issues.
Familiarity with Microsoft Office 365 and common business productivity tools.
Ability to document issues clearly and accurately in a ticketing system.
Strong organizational and time management skills in a fast-paced support environment.
Ability to prioritize multiple support requests simultaneously.
Understanding of IT security awareness and best practices.

Nice To Haves

Experience working in an IT Service Desk or Help Desk environment.
Experience with IT ticketing platforms such as JIRA Service Management.
Exposure to IT Asset Management processes.
Familiarity with SharePoint, Salesforce, or enterprise SaaS applications.
Basic knowledge of mobile device support (iOS).
Basic knowledge of MacOS
Strong interpersonal skills with the ability to work effectively with diverse personality types.
Ability to learn new technologies quickly in a fast-paced environment.
Experience working in a 24x7x365 SaaS or healthcare technology environment is a plus.

Responsibilities

Serve as the primary phone and service intake point for the IT Service Desk.
Provide Tier 1 support and troubleshooting for common hardware, software, and application issues.
Create, document, and manage service tickets in the ITSM platform, ensuring accurate notes and issue categorization.
Perform initial troubleshooting and resolution for common issues related to:
Windows workstation support
Basic application troubleshooting
Account and access requests
Password resets
Peripheral device issues
Coordinate and route incidents and requests to appropriate Tier 2, Systems Administration, or Application Support teams when required.
Assign and Escalate support tickets keeping track of status and if needed follow up with the end user/reporter.
Provide timely communication and status updates to end users regarding their service requests.
Support remote troubleshooting sessions using approved support tools.
Provide basic user guidance and instruction on productivity tools and common technical tasks.
Maintain high standards for ticket documentation, knowledge sharing, and support procedures.
Support IT asset coordination activities, including basic equipment tracking and inventory updates.
Contribute to knowledge base articles and support documentation to improve service desk efficiency.
Assist with maintaining service desk metrics including call handling, response times, and resolution tracking.