Job Title: Service Desk Coordinator (Level 1 Call Support Technician)
Employer: AssistRx
Department: Internal Systems IT Support Team
Reports To: Manager, Internal Systems
Location: Maitland
Effective/Revised Date: 03/11/2026
Summary: The Service Desk Coordinator (Level 1 Call Support Technician) is a member of the Internal Systems IT Support Team responsible for serving as the first point of contact for AssistRx employees seeking IT support. This role provides professional and responsive phone-based and remote support while coordinating incoming service requests and incidents.
The Service Desk Coordinator is responsible for initial intake, troubleshooting, ticket documentation, and triage of IT issues, ensuring requests are properly resolved or escalated to the appropriate IT teams. This role plays a critical part in delivering exceptional end-user experience by providing timely communication, clear documentation, and efficient coordination of IT support services.
Support may include a wide range of technologies including telephony, conference room technology, iOS devices, Windows workstations, and enterprise applications. The position also assists in maintaining service desk workflows and improving processes that enhance support efficiency.
KEY RESPONSIBILITIES:
Serve as the primary phone and service intake point for the IT Service Desk.
Provide Tier 1 support and troubleshooting for common hardware, software, and application issues.
Create, document, and manage service tickets in the ITSM platform, ensuring accurate notes and issue categorization.
Perform initial troubleshooting and resolution for common issues related to:
- Windows workstation support
- Basic application troubleshooting
- Account and access requests
- Password resets
- Peripheral device issues
Coordinate and route incidents and requests to appropriate Tier 2, Systems Administration, or Application Support teams when required.
Assign and Escalate support tickets keeping track of status and if needed follow up with the end user/reporter
Provide timely communication and status updates to end users regarding their service requests.
Support remote troubleshooting sessions using approved support tools.
Provide basic user guidance and instruction on productivity tools and common technical tasks.
Maintain high standards for ticket documentation, knowledge sharing, and support procedures.
Support IT asset coordination activities, including basic equipment tracking and inventory updates.
Contribute to knowledge base articles and support documentation to improve service desk efficiency.
Assist with maintaining service desk metrics including call handling, response times, and resolution tracking.
Supervisory Responsibilities:
- This job has no supervisory responsibilities.
Qualifications:
Outstanding customer service skills with a strong commitment to delivering an excellent end-user experience.
Strong verbal communication skills, particularly in a phone-based support environment.
Experience supporting Windows operating systems (Windows 10/11).
Basic experience troubleshooting hardware and software issues.
Familiarity with Microsoft Office 365 and common business productivity tools.
Ability to document issues clearly and accurately in a ticketing system.
Strong organizational and time management skills in a fast-paced support environment.
Ability to prioritize multiple support requests simultaneously.
Understanding of IT security awareness and best practices.
Desired Skills
Experience working in an IT Service Desk or Help Desk environment.
Experience with IT ticketing platforms such as JIRA Service Management.
Exposure to IT Asset Management processes.
Familiarity with SharePoint, Salesforce, or enterprise SaaS applications.
Basic knowledge of mobile device support (iOS).
Basic knowledge of MacOS
Strong interpersonal skills with the ability to work effectively with diverse personality types.
Ability to learn new technologies quickly in a fast-paced environment.
Experience working in a 24x7x365 SaaS or healthcare technology environment is a plus.
Competencies:
- Adaptability- Adapts to changes in the work environment; Managescompeting demands; Changesapproach ormethod to best fit the situation; Able to dealwith frequent change, delays, or unexpected events.
- Analytical-Synthesizescomplexordiverseinformation;Collectsandresearches data; Uses intuition and experience to complement data; Designs workflows andprocedures.
- ChangeManagement-Developsworkableimplementationplans;Communicates changeseffectively;Buildscommitmentandovercomesresistance;Preparesand supports those affected by change; Monitors transition and evaluates results.
- Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs;Solicitscustomer feedback to improve service;Respondstorequestsforserviceandassistance;Meetscommitments.
- Dependability- Follows instructions, responds to management direction; Takes responsibilityforownactions;Keepscommitments;Commitstolonghoursofwork when necessary to reach goals; Completes tasks on time or notifiesappropriate personwith an alternate plan.
- Diversity-DemonstratesknowledgeofEEOpolicy;Showsrespectandsensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics- Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Initiative- Volunteers readily; Undertakes self-development activities; Seeks increasedresponsibilities;Takesindependentactionsandcalculatedrisks;Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation- Displays original thinking and creativity; Meets challenges with resourcefulness;Generates suggestions forimproving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
- Interpersonal Skills- Focuses on solving conflict, not blaming;Maintainsconfidentiality; Listens to others without interrupting; Keeps emotions under control;Remainsopen to others' ideas and tries new things.
- Judgement-Displayswillingnesstomakedecisions;Exhibitssoundandaccuratejudgment; Supports and explains reasoning for decisions; Includesappropriate peoplein decision-making process; Makestimelydecisions.
- Leadership-Exhibitsconfidenceinselfandothers;Inspiresandmotivatesothers to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Givesappropriate recognitionto others.
- Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions;Demonstratesgroup presentation skills;Participatesin meetings.
- Planning/Organizing- Prioritizes and planswork activities; Uses time efficiently; Plansforadditionalresources;Setsgoalsandobjectives;Organizesorschedules other people and their tasks; Develops realistic action plans.
- Problem Solving-Identifiesand resolves problemsin a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in groupproblem solvingsituations; Uses reason even when dealingwith emotionaltopics.
- Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through oncommitments.
- Quality-Demonstratesaccuracy and thoroughness; Looks for ways to improveandpromotequality;Appliesfeedbacktoimproveperformance;Monitorsownworkto ensure quality.
- Teamwork-Balancesteamandindividualresponsibilities;Exhibitsobjectivityand opennesstoothers'views;Givesandwelcomesfeedback;Contributestobuilding a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals andobjectives; Supports everyone's efforts to succeed.
- TechnicalSkills-Assessesownstrengthsandweaknesses;Pursuestrainingand development opportunities; Strives to continuously build knowledge and skills; Sharesexpertisewith others.
- WrittenCommunication-Writesclearlyandinformatively;Editsworkforspelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Physical Demands And Work Environment:
- Occasionally required to stand.
- Occasionally required to walk.
- Frequently required to sit.
- Continually required to utilize hand and finger dexterity.
- Continually required to talk or hear.
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
- Workisperformedeitherremotelyorinatraditionalcommercialofficesettingwith standard office lighting and white noise.
- Occasional travel for on-site audits and meetings.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.