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Job Title: Helpdesk Coordinator
Location: Laguna Niguel, CA
Looking for your first step towards an IT career? Learn through experience by becoming a Helpdesk Coordinator.
Company Overview:
We are a small, family-owned managed service provider located in Laguna Niguel. We provide IT support to local businesses with the goal of becoming their outsourced IT department.
Job Summary:
We are looking for an enthusiastic Helpdesk Coordinator to join our helpdesk team. In this entry level position, you will be the first point of contact for customers seeking technical assistance over the phone or email. You will be responsible for managing and directing support tickets to the appropriate channels and being an assistant to our current Helpdesk staff, ensuring swift and effective resolution of technical issues. This is a full time, in-office position.
Key Responsibilities:
Serve as the first point of contact for customers seeking technical assistance via phone or email. Must have excellent customer service and communication skills.
Create, manage, and delegate support tickets in the helpdesk ticketing system.
Provide initial assessment of all support tickets, categorize, and prioritize them according to urgency and impact.
Work closely with technical support specialists to ensure timely resolution of issues.
Follow up with customers to ensure their technical issues are resolved.
Maintain a high level of customer satisfaction through professional communication and problem-solving skills.
Keep records of customer interactions, transactions, comments, and complaints.
Contribute to the creation and improvement of support documentation and processes.
Participate in training sessions to stay updated on product or company policy changes.
Assist other Helpdesk staff, as needed.
Required Qualifications:
High school diploma or equivalent; further education or certification in IT or customer support is a plus.
Strong interest in technology and willingness to learn new software and hardware.
Excellent problem-solving and communication skills.
Ability to work well in a team environment and manage multiple tasks simultaneously.
Advanced understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
Desired Skills:
Advanced experience with Windows or Mac computers.
Experience with helpdesk or ticketing software is a plus.
Patience and the ability to remain calm under pressure.
Strong customer service, organizational and time-management skills.
Empathy and a customer-oriented attitude.
Why Join Us:
Competitive salary and benefits package.
Opportunities for professional development and career advancement – you will learn a lot.
A supportive and dynamic team environment.
How to Apply:
Please respond with your resume and a cover letter explaining why you are a good fit for this position.
