Take charge of the Help Desk's daily operations! You’ll efficiently triage and direct ticket requests, manage workloads and schedules, maintain service level agreements (SLAs), and directly resolve Tier 1 issues to help the team thrive. As someone who is technically savvy, exceptionally organized, and deeply committed to customer service, you will bring clarity, speed, and a consistently high level of service to our users.
WHAT YOU'LL DO:
- Own intake & routing: Monitor queues, triage by priority/impact, assign to the right technician, and ensure clear notes and handoffs.
- Deliver Tier 1 support: Handle common issues (account access/MFA, Outlook & Microsoft 365, Windows/macOS basics, printers/Wi-Fi/VPN, standard app installs) and escalate appropriately.
- Drive SLA execution: Track statuses, prompt progress, coordinate escalations, and close the loop with users.
- Coordinate people & time: Build daily schedules, manage OOO coverage, and align resources to volume spikes and planned work.
- Report & analyze: Build and maintain weekly/monthly dashboards (volume, first-response/resolve, backlog aging, top drivers) and translate insights into clear recommendations.
- Executive reporting: Prepare and deliver concise, executive-ready briefings on Help Desk performance, emerging risks, user feedback themes, and recommended actions to the VP and President on an agreed cadence (e.g., weekly snapshot; monthly trend review).
- Partner with leadership: Share insights, coordinate communications during incidents/maintenance, and help roll out process improvements.
WHAT YOU NEED:
- 2–4+ years in Help Desk/IT support, service coordination, or dispatch (MSP experience is a plus, not required).
- Proven Level 1 capability across common end-user scenarios and sound judgment on when/how to escalate.
- Excellent written/verbal communication and a strong customer-service mindset; able to create clear executive summaries.
- Comfortable with ticketing/PSA tools (HaloPSA/ConnectWise/Jira/Zendesk) and remote-support utilities; working knowledge of Windows, Microsoft 365, basic networking/VPN.
- ITIL/SLAs familiarity;
- Reporting (Excel/Sheets/BI); experience coordinating on-site visits or after-hours rotations.
WORK ENVIRONMENT:
This position is based in our downtown Orlando office, offering a collaborative workspace and opportunities for professional growth.
JOB TYPE
Salary, Full-time, Non-exempt.
HOURS
The IT Help Desk Coordinator is a non-exempt, salaried position and is expected to work 40 hours per week.
COMPENSATION:
Annual salary of $55,000-60,000/year commensurate with experience as well as paid vacation, health insurance plans, retirement program, disability insurance, and life insurance.
Benefits Include:
✅ Paid Time Off (PTO) – Accrual begins after 90 days, with increasing PTO over time.
✅ Health Insurance – Enterfusion covers a portion of employee premiums; spouse and dependent coverage available. Two plans through Florida Blue.
✅ Life Insurance – Company-paid coverage for employees.
✅ Short- & Long-Term Disability Insurance – Income protection benefits provided.
✅ SIMPLE IRA – Enterfusion matches employee contributions up to a set percentage.
✅ Continued Learning – Reimbursement for required or beneficial certifications, plus training support.
Join Enterfusion and be part of a team that invests in your success! 🚀
