Helpdesk Coordinator // MSP Environment

Job Description

A fast-growing Managed Service Provider (MSP) based in Fort Washington, PA is seeking a Help Desk Coordinator to join the support team. This role combines hands-on technical troubleshooting with operational coordination, ensuring that client issues are handled efficiently and service levels are consistently met.

The ideal candidate will have experience working in an MSP or multi-client environment, a strong grasp of Tier 1–2 support processes, and excellent organizational skills. You’ll act as the main point of escalation for Tier 1 technicians, oversee ticket flow, and play a key role in delivering a smooth, responsive client experience.

Required Skills & Experience

• 3+ years of IT support experience within an MSP or multi-client setting

• 2+ years providing Tier 2-level troubleshooting and technical escalation support

• 1+ years coordinating help desk or service delivery operations

• Solid understanding of Windows desktop/server environments, Active Directory, and Microsoft 365 administration

• Working knowledge of networking fundamentals (VLANs, routing, VPNs, and firewalls)

• Familiarity with backup and disaster recovery systems

• Proven ability to manage multiple priorities and maintain SLAs

• Excellent communication skills with a strong customer service mindset

Desired Skills & Experience

• Previous experience mentoring or supporting Tier 1 technicians

• Understanding of B2B service delivery and client relationship management

• Experience identifying and documenting recurring issues for process improvement

• Exposure to scripting or automation tools for workflow efficiency

• Ability to schedule and coordinate onsite technical visits

Tech Breakdown

• 40% Ticket Management & Escalation (Queue monitoring, prioritization, SLA oversight)

• 30% Tier 2 Troubleshooting (Systems, networks, Microsoft 365)

• 20% Coordination & Scheduling (Onsite visits, workload balancing)

• 10% Process Improvement & Documentation

The Offer

You will receive the following benefits:

• Competitive salary based on experience

• 401(k) with employer match

• Health, dental, and vision insurance

• Generous PTO and paid holidays

• Paid training and certification opportunities

• Hybrid work flexibility

• Bonus opportunities and employee referral program

Applicants must be currently authorized to work in the U.S. on a full-time basis now and in the future.