IT Help Desk Coordinator

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! 🚀