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

About VirTech Systems

VirTech 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 Overview

The Help Desk Coordinator is the operational backbone of VirTech's support operation. You'll own the workflow that keeps our helpdesk running — 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 Responsibilities

Ticket Triage & Routing

• Monitor incoming queues in Autotask PSA throughout the day, performing initial triage on all new and unassigned tickets
• Validate ticket intake quality — confirm required fields are complete and accurate before routing
• Categorize and prioritize tickets based on issue type, client SLA tier, urgency, and business impact
• Assign tickets to the appropriate technician based on skill set, current workload, and availability
• Rebalance assignments throughout the day in response to shifting workloads and emerging priorities

Queue Management & Escalation

• Maintain real-time awareness of queue depth, ticket aging, technician utilization, and SLA compliance
• Flag and escalate aged, stalled, or SLA-at-risk tickets to the Help Desk Manager

End-User Communication

• Contact end users by phone to gather missing information needed for proper triage and routing
• Make follow-up calls on recently closed or escalated tickets to confirm end-user satisfaction
• Perform outbound QA calls on resolved tickets to validate the client experience

Quality Assurance & Reporting

• Conduct structured QA reviews of resolved and in-progress tickets against VirTech's documentation and communication standards
• Evaluate ticket notes for completeness, accuracy, and professionalism
• Identify recurring quality gaps and surface trends to the Help Desk Manager
• Generate daily, weekly, and monthly reports on queue performance — including ticket volume, resolution times, SLA compliance, and aging ticket counts
• Maintain and refine reporting dashboards within Autotask PSA

Qualifications

• Experience working in or alongside an MSP helpdesk or IT support environment
• Familiarity with PSA tools (Autotask preferred) or comparable ticketing systems
• Strong organizational skills with the ability to manage competing priorities in real time
• Clear, professional phone communication — comfortable making outbound calls to end users
• Detail-oriented approach to documentation review and quality standards
• Comfort building and maintaining reports from ticketing data
• Understanding of SLA structures and escalation workflows

Pay: $15.87 - $21.63 per hour

Benefits:

• Health insurance
• Paid time off

Work Location: In person