Job Description
Job DescriptionSalary: $14-$20 hourly DoE
Headway Strategy is seeking a reliable candidate to fill a position of Help Desk Ticket Coordinator within our Managed Services practice.
Job Description:
The Help Desk Ticket Coordinator is responsible for managing and organizing incoming IT support requests. This role involves monitoring the help desk ticketing system, assigning tickets to appropriate technicians, tracking progress, ensuring timely resolution, and maintaining communication with users throughout the process. The coordinator ensures service level agreements (SLAs) are met and helps improve support workflows and customer satisfaction.
Key Responsibilities:
- Monitor and triage incoming help desk tickets
- Assign tickets to appropriate support staff based on priority and category
- Ensure timely follow-up and resolution of support requests
- Communicate with users regarding ticket status and resolution
- Maintain accurate records and generate reports on help desk performance
Skills & Qualifications:
- Strong organizational and communication skills
- Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk, Jira)
- Ability to prioritize tasks and manage time effectively
- Basic understanding of IT support processes
The hours for this role are Monday through Friday, 7:30am to 4:30pm Eastern time. This role is an onsite role and is not eligible for hybrid or remote work. Applicants must be United States Citizens.