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Service Desk Coordinator
NetCovService Desk Coordinator managing incoming support tickets and ensuring adherence to SLAs for tech support. Building relationships and resolving customer inquiries efficiently in a remote work setting.
Posted 7/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $49,125 - $65,500 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing support requests, prioritizing tasks, and ensuring timely resolution of IT incidents while maintaining strong relationships with end-users. Proficient in technical knowledge of IT infrastructures and relevant industry certifications.
Highest-signal resume keywords
Help Desk ManagementTicketing System ProficiencyTechnical Knowledge of IT InfrastructuresIndustry CertificationsCustomer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Help Desk ManagementTicketing System ProficiencyTechnical Knowledge of IT InfrastructuresActive DirectoryDNSDHCPMicrosoft OfficeLAN/WAN ConnectivityNetwork ProtocolsVirtualization
Soft Skills
Customer ServiceTeam CollaborationProblem-SolvingCommunicationTime Management
Tools & Technologies
Microsoft Server OSMicrosoft Client OSExchange/Office365FirewallsSwitchingWireless Technologies
Certifications & Qualifications
CompTIA A+Network+Security+Amazon AWSMicrosoft AzureMicrosoft MCPCisco CCNA
Industry Keywords
IT SupportHelp Desk AnalystDesktop AdministratorIT SpecialistNetwork Administration
Tech Stack
Tools & technologiesAWSAzureCloudDNSFirewallsSwitching
About the role
Key responsibilities & impact- 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.
- Ensure that all customer inquiries and complaints are addressed promptly and professionally.
- Build and maintain positive relationships with end-users.
- Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.
Requirements
What you’ll need- 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.
- 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 highly desired.
- Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities