Abrar Admin

VirTech Systems, LLC

About VirTech SystemsVirTech Systems is a Florida-based managed service provider delivering enterprise-grade IT solutions to businesses that depend on reliable, secure technology. From Microsoft 365 administration and network infrastructure to cybersecurity and cloud migrations, we provide the hands-on expertise and proactive service that keep our clients running. We invest in our people, build real technical depth, and operate with the precision our clients expect.Role OverviewThe Help Desk Coordinator is the operational backbone of VirTech's support operation. You'll own the workflow that keeps our helpdesk running &mdash; triaging incoming tickets, routing them to the right technician, managing queue health, and enforcing documentation standards through structured QA reviews. This isn't a passive dispatching role. You'll make outbound calls to gather ticket details, follow up with end users on resolved issues, and conduct QA calls that validate the client experience. You'll also produce the reporting that gives leadership clear visibility into support performance. Working directly under the Help Desk Manager, you'll spot process breakdowns before they become patterns and drive continuous improvement in how VirTech delivers support.Key ResponsibilitiesTicket Triage &amp; Routing<ul><li>Monitor incoming queues in Autotask PSA throughout the day, performing initial triage on all new and unassigned tickets</li><li>Validate ticket intake quality &mdash; confirm required fields are complete and accurate before routing</li><li>Categorize and prioritize tickets based on issue type, client SLA tier, urgency, and business impact</li><li>Assign tickets to the appropriate technician based on skill set, current workload, and availability</li><li>Rebalance assignments throughout the day in response to shifting workloads and emerging priorities</li></ul>Queue Management &amp; Escalation<ul><li>Maintain real-time awareness of queue depth, ticket aging, technician utilization, and SLA compliance</li><li>Flag and escalate aged, stalled, or SLA-at-risk tickets to the Help Desk Manager</li></ul>End-User Communication<ul><li>Contact end users by phone to gather missing information needed for proper triage and routing</li><li>Make follow-up calls on recently closed or escalated tickets to confirm end-user satisfaction</li><li>Perform outbound QA calls on resolved tickets to validate the client experience</li></ul>Quality Assurance &amp; Reporting<ul><li>Conduct structured QA reviews of resolved and in-progress tickets against VirTech's documentation and communication standards</li><li>Evaluate ticket notes for completeness, accuracy, and professionalism</li><li>Identify recurring quality gaps and surface trends to the Help Desk Manager</li><li>Generate daily, weekly, and monthly reports on queue performance &mdash; including ticket volume, resolution times, SLA compliance, and aging ticket counts</li><li>Maintain and refine reporting dashboards within Autotask PSA</li></ul>Qualifications<ul><li>Experience working in or alongside an MSP helpdesk or IT support environment</li><li>Familiarity with PSA tools (Autotask preferred) or comparable ticketing systems</li><li>Strong organizational skills with the ability to manage competing priorities in real time</li><li>Clear, professional phone communication &mdash; comfortable making outbound calls to end users</li><li>Detail-oriented approach to documentation review and quality standards</li><li>Comfort building and maintaining reports from ticketing data</li><li>Understanding of SLA structures and escalation workflows</li></ul>Pay: $15.87 - $21.63 per hourBenefits:<ul><li>Health insurance</li><li>Paid time off</li></ul>Work Location: In person

Help Desk Coordinator – MSP (Ticket Triage, QA & Queue Management)

About VirTech SystemsVirTech Systems is a Florida-based managed service provider delivering enterprise-grade IT solutions to businesses that depend on reliable, secure technology. From Microsoft 365 administration and network infrastructure to cybersecurity and cloud migrations, we provide the hands-on expertise and proactive service that keep our clients running. We invest in our people, build real technical depth, and operate with the precision our clients expect.Role SummaryThe Field Service Coordinator manages the end-to-end workflow of escalated on-site tickets &mdash; from triage and hardware quoting through dispatch scheduling, device preparation, shipping/logistics, and post-visit quality control. This role also maintains accurate asset lifecycle management, inventory organization, and vendor coordination for asset disposal. This is a hands-on operational role that bridges the helpdesk, field technicians, procurement, and engineering teams.Key Responsibilities:<ul><li>On-Site Ticket Intake and Triage</li><li>Receive and manage tickets escalated into the on-site queue</li><li>Perform initial triage to validate scope and determine next steps before dispatch</li><li>Review ticket history and coordinate with internal teams to confirm troubleshooting already performed</li><li>Verify and document required details: client/site location, end user, work requested, priority, and dependencies</li><li>Contact end users as needed to clarify requirements and confirm readiness</li><li>Create clear internal notes and a structured checklist for the field technician and/or hardware preparation</li></ul>Hardware Identification, Quoting, and Procurement Coordination<ul><li>Identify required hardware based on ticket notes, end-user communication, and internal consultation</li><li>Recommend hardware solutions aligned to client standards and use case</li><li>Create and attach hardware quotes to the ticket with correct client, configuration, and quantity</li><li>Submit procurement requests with complete part details and ticket references for accurate ordering and billing alignment</li></ul>Hardware Preparation and Deployment Readiness<ul><li>Pull required hardware from inventory and stage items per client and ticket/task</li><li>Label hardware clearly for client, site, and ticket association to maintain chain-of-custody and reduce deployment errors</li><li>Rack and connect networking equipment to the configuration rack; coordinate with network engineers during provisioning</li><li>Image and configure client computers to standard, including required applications and baseline settings</li><li>Prepare equipment for delivery, shipping, or installation and confirm readiness prior to dispatch</li></ul>Field Technician Dispatching and Scheduling<ul><li>Communicate status updates to end users using approved ticket templates and standards</li><li>Schedule service calls by coordinating directly with end users and site contacts via phone</li><li>Create service calls with all required details: scope of work, site access instructions, contacts, special considerations, required hardware, and expected outcomes</li><li>Send service call confirmations/updates and ensure expectations are set appropriately</li></ul>Post-Visit Quality Control and Ticket Closure Support<ul><li>Review completed service calls for workmanship, documentation, and billing accuracy</li><li>Validate tickets include: clear technician notes and outcomes, accurate time entries, correct hardware/additional charges, and final client-facing closure communication</li><li>Initiate follow-up actions when issues remain unresolved or additional work is required</li></ul>Hardware Intake After Service Calls<ul><li>Receive and process hardware returned after on-site visits, including: unused equipment to return to inventory (removing client charges if applicable), equipment designated for disposal, and equipment requiring repair/reimaging/reconfiguration/redeployment</li><li>Ensure inventory and ticket records remain accurate after equipment movement</li></ul>Asset and Inventory Management<ul><li>Organize and maintain client inventory records and internal stock levels for rapid dispatch and deployment</li><li>Assist with client asset audits, ensuring records are updated accurately and consistently</li><li>Oversee the asset disposal workflow: identify and document equipment for deprecation/disposal, prepare equipment by removing and securing storage devices (HDD/SSD/NVMe) with proper labeling to support chain-of-custody and data destruction requirements, apply disposal labels/tags (client, asset ID/serial, ticket reference, disposition status), coordinate certified data destruction with disposal partners, and manage vendor relationships and disposal documentation</li></ul>Core Competencies and Skills<ul><li>Strong ticket triage, prioritization, and follow-through across multiple concurrent requests</li><li>Ability to translate end-user needs into clear work instructions and deployment checklists</li><li>Procurement fundamentals: quoting, part identification, documentation, and billing alignment</li><li>Hardware deployment operations: imaging, device prep, labeling, staging, inventory handling</li><li>Dispatch coordination: scheduling, communication, and expectation management</li><li>High attention to detail for documentation, asset accuracy, and process compliance</li><li>Clear communication with end users, field technicians, and engineering teams</li></ul>Success Measures<ul><li>On-site tickets dispatched with complete details and minimal technician follow-up required</li><li>Hardware quotes and procurement requests submitted accurately and promptly</li><li>Devices deployed consistently to standard with reduced rework</li><li>Service call documentation and billing accuracy improved (time entries, notes, charges)</li><li>Inventory and client asset records remain accurate and audit-ready</li><li>Asset disposal completed with full documentation and verified data destruction</li></ul>Pay: $15.87 - $24.25 per hourBenefits:<ul><li>Health insurance</li><li>Paid time off</li></ul>Work Location: In person

Field Service Coordinator

Join VirTech Systems, LLC and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

VirTech Systems, LLC

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Help Desk Coordinator – MSP (Ticket Triage, QA & Queue Management)

Field Service Coordinator