IT Help Desk Coordinator & Support

Must have

• 1-3 years of experience in IT support or service coordination
• Previous experience in a Managed Service Provider (MSP) or helpdesk environment is advantageous
• Proficient with PSA/ticketing systems and RMM tools (e.g., HaloPSA, N-central, Connect Wise, Atera)
• Familiarity with Microsoft 365 administration and Active Directory
• Knowledge of VPNs, VoIP systems, patching tools, printers, and endpoint security
• Basic understanding of networking concepts (IP troubleshooting, DNS, DHCP)
• Strong documentation practices and ticketing habits
• Must pass pre-employment drug test and criminal background check
• Valid driver's license and vehicle required
• Ability to participate in an on-call rotation when necessary
• Strong adaptability and professionalism
• Exceptional organizational and time management skills
• Excellent verbal and written communication abilities

• Ensure timely resolution of client issues by following up on aging or unresolved tickets
• Review and verify the accuracy of technician time entries and follow up as needed
• Dispatch and balance technician schedules effectively
• Monitor incoming service requests and alerts to ensure prompt responses
• Serve as the first point of contact for support and service inquiries via phone
• Create, prioritize, and assign tickets based on urgency and technician skills
• Collaborate with the Manager to identify and address roadblocks or inefficiencies
• Offer basic remote technical support for clients (e.g., password resets, MFA issues, email setup, printer troubleshooting)
• Assist with device setup, configuration, and deployment tasks
• Support administrative duties such as Microsoft 365 account creation and license assignments
• Document all technical procedures and client interactions accurately in the ticketing system
• Manage all incoming and outgoing packages, ensuring proper logging and notification
• Track client device movements for repairs and deployments
• Coordinate shipping, returns, and receipt of vendor shipments
• Prepare and organize equipment for technician pickup, keeping track of serial numbers
• Aid in the development of internal documentation, including SOPs and quick-reference guides
• Help structure client documentation according to best practices
• Maintain consistent and professional communication via phone, email, and tickets
• Escalate any initial signs of client dissatisfaction to the Manager or team lead

At Advan Tech, located in Fall River, MA, we are a privately held IT Managed Services Provider dedicated to delivering exceptional service. We value a collaborative work atmosphere where variety in tasks is encouraged. We are offering a competitive salary between $50,000 and $60,000 per year along with attractive benefits. You will join a small, talented team of IT professionals and have access to the latest technology.

Our leadership is committed to helping you develop your career in a supportive environment. We look forward to welcoming you to our team where teamwork and camaraderie are at our core.