Service Desk Coordinator

🕒 July 15

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NetCov

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🔒 Cybersecurity

💰 Private equity on 2022-11

Consulting • Healthcare • Cybersecurity

NetCov is a managed IT and cybersecurity firm that delivers managed IT services, cloud solutions, compliance management, AI-driven advisory, and cybersecurity to businesses across industries. With about 30 years of experience, 350+ staff, and partnerships with providers like AWS and Microsoft, NetCov focuses on secure, scalable, people-first IT support, regulatory compliance (including CMMC/NIST readiness), and AI-enabled automation for organizations such as AEC firms, credit unions, defense contractors, private equity-backed companies, and nonprofits.

📋 Description

• Manage incoming support requests via phone, email, and ticketing system. • Prioritize and assign tickets to appropriate technicians based on skillset and urgency. • Monitor ticket resolution times and ensure adherence to SLAs. • Track and report on key performance indicators (KPIs) related to help desk performance. • Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team. • Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks. • Coordinate field tech dispatches, validating onsite times and hardware needed. • Ensure that all customer inquiries and complaints are addressed promptly and professionally. • Build and maintain positive relationships with end-users. • Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.

🎯 Requirements

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable. • 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position. • Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable. • Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security. • Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired. • Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Professional development opportunities