Overview
On Site
70k - 80k
Full Time
Skills
Organizational Skills
Customer Experience
Technical Support
MSP
Help Desk
Microsoft Windows
Active Directory
Computer Networking
VLAN
Routing
Virtual Private Network
Firewall
Backup
Disaster Recovery
Communication
Customer Service
Mentorship
Tier 1
Business-to-business
Service Delivery
Customer Relationship Management (CRM)
Scripting
Workflow
Management
SLA
Tier 2
Microsoft Office
Collaboration
Scheduling
Process Improvement
Documentation
Insurance
Training
SAP BASIS
Job Details
Job Description
A fast-growing Managed Service Provider (MSP) based in Fort Washington, PA is seeking a Help Desk Coordinator to join the support team. This role combines hands-on technical troubleshooting with operational coordination, ensuring that client issues are handled efficiently and service levels are consistently met.
The ideal candidate will have experience working in an MSP or multi-client environment, a strong grasp of Tier 1-2 support processes, and excellent organizational skills. You'll act as the main point of escalation for Tier 1 technicians, oversee ticket flow, and play a key role in delivering a smooth, responsive client experience.
Required Skills & Experience
You will receive the following benefits:
Applicants must be currently authorized to work in the U.S. on a full-time basis now and in the future.
A fast-growing Managed Service Provider (MSP) based in Fort Washington, PA is seeking a Help Desk Coordinator to join the support team. This role combines hands-on technical troubleshooting with operational coordination, ensuring that client issues are handled efficiently and service levels are consistently met.
The ideal candidate will have experience working in an MSP or multi-client environment, a strong grasp of Tier 1-2 support processes, and excellent organizational skills. You'll act as the main point of escalation for Tier 1 technicians, oversee ticket flow, and play a key role in delivering a smooth, responsive client experience.
Required Skills & Experience
- 3+ years of IT support experience within an MSP or multi-client setting
- 2+ years providing Tier 2-level troubleshooting and technical escalation support
- 1+ years coordinating help desk or service delivery operations
- Solid understanding of Windows desktop/server environments, Active Directory, and Microsoft 365 administration
- Working knowledge of networking fundamentals (VLANs, routing, VPNs, and firewalls)
- Familiarity with backup and disaster recovery systems
- Proven ability to manage multiple priorities and maintain SLAs
- Excellent communication skills with a strong customer service mindset
- Previous experience mentoring or supporting Tier 1 technicians
- Understanding of B2B service delivery and client relationship management
- Experience identifying and documenting recurring issues for process improvement
- Exposure to scripting or automation tools for workflow efficiency
- Ability to schedule and coordinate onsite technical visits
- 40% Ticket Management & Escalation (Queue monitoring, prioritization, SLA oversight)
- 30% Tier 2 Troubleshooting (Systems, networks, Microsoft 365)
- 20% Coordination & Scheduling (Onsite visits, workload balancing)
- 10% Process Improvement & Documentation
You will receive the following benefits:
- Competitive salary based on experience
- 401(k) with employer match
- Health, dental, and vision insurance
- Generous PTO and paid holidays
- Paid training and certification opportunities
- Hybrid work flexibility
- Bonus opportunities and employee referral program
Applicants must be currently authorized to work in the U.S. on a full-time basis now and in the future.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.