Service Desk Coordinator

🕒 July 14

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NetCov

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

🤝 B2B

💼 Consulting

💰 Private equity on 2022-11

Cybersecurity • B2B • Consulting

NetCov is a 30-year managed IT and technology services firm that delivers managed IT, cloud, cybersecurity, compliance, and AI-driven advisory services to business and mission-focused organizations. The company emphasizes people-first managed services, proactive cybersecurity (including CMMC/NIST alignment for Department of Defense contractors), cloud migrations and optimization, compliance management, and strategic IT advisory and AI integration. NetCov supports industry verticals such as AEC (architecture, engineering & construction), credit unions, finance/PE-backed companies, nonprofits/NGOs, and DoD contractors; it cites partnerships with AWS and Microsoft, has 350+ team members, and supports 50,000+ users.

📋 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 ensure balanced ticket counts across the team. • 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.

🎯 Requirements

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field 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.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development • Travel opportunities