Help Desk Coordinator - Contractor Position

Position Overview

We are seeking an experienced, self-motivated Help Desk Coordinator to join our team on a 1099 independent contractor basis. In this fully remote role, you will serve as a central point of contact for technical support, coordinate our field technician team, and ensure an outstanding experience for every client. If you thrive in a fast-paced environment and bring a strong service mindset, we want to hear from you.

Key Responsibilities

• Serve as the primary point of contact for inbound help desk requests via phone, email, and chat, delivering prompt, professional technical support.
• Create, update, and manage tickets in the company ticketing system, ensuring accurate documentation and timely resolution tracking throughout the support lifecycle.
• Coordinate and dispatch field technicians, managing scheduling, prioritization, and follow-up to ensure all service commitments are met on time.
• Collaborate with internal team members across departments to escalate and resolve complex issues efficiently and professionally.
• Utilize Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, and Teams) daily to manage communication, reporting, and documentation.
• Maintain clear and consistent communication with clients, setting expectations and providing regular status updates throughout the resolution process.
• Contribute to team knowledge bases and process documentation to support continuous improvement initiatives.

Requirements

• 5+ years of experience in a help desk, technical support, or IT coordination role.
• Advanced proficiency in Microsoft Office Suite, including Word, Excel, Outlook, PowerPoint, and Teams.
• Demonstrated experience with ticketing systems such as ServiceNow, Zendesk, Freshdesk, or similar platforms.
• Proven ability to coordinate field technicians or remote service teams in a fast-paced environment.
• Excellent written and verbal communication skills with a customer-first approach and strong attention to detail.
• Strong collaborative mindset — comfortable working closely with remote team members across departments.
• Reliable home office setup including high-speed internet, a capable computer, and a quiet, professional workspace.
• Self-directed and organized — ability to manage workload independently and meet deadlines as a 1099 contractor.

Preferred Qualifications

• Experience in a managed services or IT support company environment.
• Familiarity with remote monitoring and management (RMM) tools.
• CompTIA A+, ITIL Foundation, or comparable certification.
• Experience working independently as a 1099 contractor.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Experience:

• Customer Service: 2 years (Required)
• ConnectWise: 1 year (Preferred)
• SalesForce: 1 year (Preferred)
• Audio Visual/Video Collaboration Industry: 1 year (Preferred)

Work Location: Remote