DAG Tech · 16 hours ago
Information Technology Help Desk Coordinator
United States
Full-time
Remote
New Grad, Entry Level
$24/hr - $24/hrDAG Tech is a technology company seeking an Information Technology Help Desk Coordinator. The role involves serving as the first point of contact for IT-related issues, managing helpdesk tickets, and ensuring effective communication between clients and engineers.
Cloud ComputingCyber SecurityConsultingInformation Technology
Responsibilities
Answer Incoming Helpdesk Tickets and Voice Calls
Be the first point of contact for incoming Helpdesk calls and Datto tickets
Create tickets from voice calls
Send acknowledgement to the client within 15 minutes of receipt, confirming that the ticket has been received and is being assigned
Assign Service Desk Tickets
Ensure assignments of tickets to the appropriate Service Desk engineers
Assign based on engineer skill level, lowest cost, task load, and logistics
Schedule and Track Engineer On-Site Visits
Manage engineer schedules
Send invites to clients and engineers
Ensure timely arrival
Follow-Up
Verify resolutions with the ticket filer
Conduct Quality Assurance to ensure fulfillment accuracy and timeliness
Manage Helpdesk KPI Metrics
Monitor Helpdesk KPI metrics
Improve Helpdesk KPI metrics
Monitor Engineer Time & Tracking
Ensure engineers properly log Helpdesk time in QBO
Qualification
Required
At least Tier I Engineer experience
Comfortable with a customer-service-oriented role
Highly proficient in English speaking and writing skills
Company
DAG Tech
DAG Tech is an IT firm that provides advanced information technology services.
Founded in 1999
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Ghazi
Founder
Company data provided by crunchbase