Help Desk Coordinator

Named one of Tampa Bay Times' Top Workplaces of 2025, Data-Tech is an IT Managed Services Provider (MSP) providing unparalleled IT solutions to the Greater Tampa Bay Region and beyond since 1996. We utilize a proactive, strategic approach to technology and technology management and are committed to providing a superior client experience. We pair high-level engineering with business acumen to provide best-in-class, enterprise level support and project solutions to our clients that range in size from 2 to 100 employees. We have a proven track record of delivering challenging IT services on time and on budget. We believe a strong corporate culture, talented employees, and adherence to process and teamwork lead to award winning, best-in-class service.

Job Overview
The Help Desk Coordinator at Data-Tech is the first point of contact for incoming service calls and is responsible for attaining maximum utilization of internal and field technical resources through daily scheduling and dispatch of service requests. In this position, the Help Desk Coordinator drives client satisfaction and team efficiency by ensuring all service requests and scheduled services are addressed promptly, prioritized properly, and assigned to the correct technical resource. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing client satisfaction, and managing the processing of information.

Responsibilities

• Act as the first point of contact for all services requests, handling a high volume of incoming calls and emails.
• Ensure service requests are being entered into our systems with all necessary details and accurate information.
• Prioritize and assign tickets appropriately based on established company policy and procedures.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Provide consistent, thorough, and accurate communication to customers to keep them informed on the progress of their request and provide updates on impending changes or agreed outages.
• Ensure exceptional client satisfaction is consistently delivered and maintained.
• Work with the Service and Engineering Departments to delegate tasks to complete all requests in a timely manner, ensuring client satisfaction 100% of the time.
• Follow up on service requests to ensure they are being resolved in a timely manner and escalation process is being followed when necessary.
• Adhere to all company processes and procedures by putting the needs of our clients first.
• Provide and maintain detailed documentation for all support request tickets.
• Maintain detailed records of client interactions and feedback for continuous improvement.
• Manage customer expectations by ensuring clients’ support tickets are resolved in a fast and professional manner and comply with agreed Service Level Agreements (SLAs).

Skills

• Excellent customer relationship skills
• Ability to prioritize multiple competing objectives to meet deadlines
• Strong computer skills and effectively communicate electronically and on the phone
• Ability to remain in contact with the client through the completion of the service request
• Problem-solving abilities and ability to meet service level agreement requirements
• Ability to build positive collaborative relationships and take charge in a fast-paced environment
• Willingness to develop professionally and ability to work with little supervision on a team
• Have reliable means of transportation and communication
• Ability to work on multiple priorities and/or projects simultaneously
• Excellent listening and communications skills, both verbal and written
• Must be organized, detail oriented and self-motivated
• Strong analytical skills to assess customer needs effectively
• Ability to communicate complex technical concepts clearly to non-technical stakeholders
• Ability to prioritize multiple competing objectives and client needs appropriately based on a comprehensive evaluation of multiple competing objectives.
• Commitment to delivering excellent customer service.

Qualifications and Experience:

• 2 years of experience in a fast-paced administrative and/or customer service role preferred.
• Strong communication skills.
• Experience handling high volume of inbound calls preferred.
• Experience working for an IT provider, managed service provider, or similar business preferred, but not required.
• No technical skills or experience are required for this role; training on all of our IT products and services, as well as our processes and procedures, will be provided.
• Must be able to pass a 7-year background check (required)

If you believe you meet the above qualifications and are interested in joining an organization that supports its employees and is committed to helping them reach their full potential, we encourage you to apply now! Join us as a Help Desk Coordinator where your expertise will help drive customer satisfaction and business success!

Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran status/disability/age/sexual orientation/gender identity/marital status, or any other characteristic protected by law.

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $16 - $19