Service Desk Coordinator

• Competitive Salary (USD Based)
• Permanent WFH
• Professional Growth and Training
• Supportive Work Environment

• Manage incoming support requests via phone, email, and ticketing system.
• Prioritize and assign tickets to appropriate technicians based on skillset and urgency.
• Monitor ticket resolution times and ensure adherence to SLAs.
• Track and report on key performance indicators (KPIs) related to help desk performance.
• Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team.
• Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks.
• Coordinate field tech dispatches, validating onsite times and hardware needed.
• Cover across as a backup resource for Team Leads and other management rolls when required.
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Build and maintain positive relationships with end-users.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Works closely with the Team Leads, Service Desk Coordinators and Manager to stay ahead of client trends and team metrics.
• Helps oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.
• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed.
• Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager.

• Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
• Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office
• Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless.

• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping

• This is a full-time position
• Days and hours of work will include 5 days with 9 hour shifts. The assigned scheduled shift will be agreed upon between Sec Ops Manager and InfoSec Analyst.

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable.
• 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator,
• IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.
• A people person who is an effective communicator
• Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.

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