Service Desk Coordinator

TEKsystems • Town of Yorktown, NY

23h • Onsite

About The Position

We are seeking a Help Desk Project Coordinator to serve as the primary front-line support resource for an internal IT organization. This role combines hands-on technical support, high-volume call handling, and coordination of help desk and desktop support activities. The ideal candidate is highly organized, customer-focused, and comfortable resolving technical issues over the phone while managing scheduling, documentation, and service coordination. This is a hands-on role that requires the ability to multitask, prioritize incoming requests, and ensure a smooth support experience for end users.

Requirements

• Active Directory experience, including user account management, password resets, and basic administration
• Proven experience handling incoming IT support calls in a help desk or service desk environment
• Strong phone-based troubleshooting and customer service skills
• Experience supporting hardware, software, and system-related issues
• Ability to triage, prioritize, and escalate issues appropriately
• Familiarity with ticketing systems, documentation standards, and service workflows
• Strong written and verbal communication skills
• Ability to manage multiple tasks simultaneously with attention to detail

Nice To Haves

• Experience coordinating or supporting help desk or desktop support teams
• Working knowledge of PC and Mac environments
• Understanding of LAN/WAN concepts and basic networking
• ITIL familiarity or exposure to structured IT service management practices

Responsibilities

• Serve as the first point of contact for all incoming IT support calls and requests
• Handle a high volume of incoming calls, providing professional and efficient customer service
• Troubleshoot and resolve technical issues remotely whenever possible
• Escalate unresolved issues appropriately and coordinate scheduling with support technicians
• Log, update, and manage support tickets, ensuring accurate documentation and timely resolution
• Provide guidance and follow-up to ensure user satisfaction
• Support day-to-day IT operations by coordinating tasks, tracking progress, and assisting with project-related activities
• Assist with IT documentation, basic system updates, and administrative support
• Collaborate closely with IT leadership and technical teams to improve support workflows and processes

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees