MSP Level I Help Desk and Service Desk Coordinator

PLEASE NOTE: NO SPONSORS OR 3RD PARTIES PLEASE! WE ARE NOT ABLE TO WORK WITH SPONSORS, PROVIDE OR TRANSFER SPONSORSHIPS. WE DO NOT WORK WITH THIRD PARTIES AT ANY TIME. KINDLY BE RESPECTFUL OF EVERYONE'S TIME AND REFRAIN FROM APPLYING IF ANY OF THESE CONDITIONS APPLY TO YOU.

This is a Hybrid position in Grapevine, TX going into the office at least 3 days per week.

We are looking for a dedicated Tier 1 Help Desk Specialist who is committed to delivering exceptional customer support. In addition to providing frontline technical assistance, this role includes responsibilities as a Service Desk Queue Coordinator, overseeing the flow of tickets within our Managed Service Provider (MSP) environment. This hybrid position involves managing ticket queues, assigning tasks to appropriate technicians, balancing workloads, and maintaining clear communication channels across teams to ensure efficient service delivery.

Primary Responsibilities

• Ticket Management & Coordination

  • Oversee real-time monitoring of incoming service requests.
  • Acknowledge new tickets promptly, categorize by priority, and assess impact.
  • Manage and prioritize queues to prevent delays and meet SLA commitments.
  • Delegate tickets to Tier 1, Tier 2, or Tier 3 technicians based on skillset and availability.
  • Reassign or escalate tickets as necessary to ensure timely resolution.
  • Conduct workload balancing to optimize team productivity.

• Help Desk Support (Tier 1 Functions)

  • Act as the initial contact point for user support inquiries.
  • Troubleshoot common Tier 1 issues such as password resets, email or account access problems, onboarding/offboarding, Microsoft 365 concerns, and hardware/software troubleshooting.
  • Record all actions accurately in ticketing systems.
  • Escalate more complex issues to higher tiers when required.
  • Follow established troubleshooting procedures and checklists.

• Client Interaction & Customer Service

  • Deliver courteous, professional, and prompt assistance to users.
  • Communicate technical information clearly to non-technical clients.
  • Uphold a positive client experience and represent our MSP professionally.

• System Utilization & Maintenance

  • Use remote monitoring and management (RMM) tools for routine tasks and alert handling.
  • Manage tickets and time entries within the Professional Service Automation (PSA) platform.
  • Support device deployments, workstation setups, and onboarding/offboarding processes.
  • Monitor system alerts and perform scheduled maintenance activities.

• Team Collaboration & Communication

  • Act as the central communication point between the Service Desk and technical teams.
  • Keep technicians informed on ticket updates, escalations, and needs.
  • Work with other departments to resolve tickets that involve multiple teams.
  • Participate in team meetings, sharing insights from ticket trends.

• Additional Administrative & Support Tasks

  • Assist in closing tickets that are low complexity or non-technical.
  • Ensure all documentation is complete and accurate.
  • Contribute to monthly client audits.
  • Pursue ongoing technical training and skill development.
  • Participate in on-call rotations as needed.
  • Perform other duties as assigned by the Help Desk Supervisor.

Qualifications & Skills

• Technical Knowledge

  • Fundamental understanding of Windows 10/11 and Microsoft 365.
  • Basic networking knowledge (IP, Wi-Fi, VPN).
  • Experience troubleshooting hardware and software issues.
  • Exposure to Active Directory is advantageous.
  • Familiarity with RMM and PSA platforms is preferred.

• Experience

  • 1 to 2 years in helpdesk or technical support roles.
  • Experience within an MSP environment is a plus.
  • Relevant certifications are beneficial.

• Key Competencies

  • Strong organizational skills and time management.
  • Ability to handle multiple tickets and priorities simultaneously.
  • Excellent written and verbal communication skills.
  • Customer-centric attitude.
  • Ability to work independently in a hybrid or remote setting.

Performance Metrics

• Timely acknowledgment and assignment of tickets within SLAs.
• Equitable distribution of workload among team members.
• Reduction in ticket backlog and faster resolution times.
• Positive feedback from team members and clients.
• High levels of customer satisfaction through efficient support.

What We Offer

• Competitive compensation package
• Performance-based incentives
• Comprehensive health, dental, and vision benefits
• Opportunities for career growth and ongoing training