Enterfusion
Take charge of the Help Desk's daily operations! You’ll
efficiently triage and direct ticket requests, manage workloads and schedules, maintain service level agreements (SLAs),
and
directly resolve Tier 1 issues
to help the team thrive. As someone who is
technically savvy , exceptionally organized, and deeply committed to customer service, you will bring clarity, speed, and a consistently high level of service to our users. WHAT YOU'LL DO:
Own intake & routing:
Monitor queues, triage by priority/impact, assign to the right technician, and ensure clear notes and handoffs. Deliver Tier 1 support:
Handle common issues (account access/MFA, Outlook & Microsoft 365, Windows/macOS basics, printers/Wi-Fi/VPN, standard app installs) and escalate appropriately. Drive SLA execution:
Track statuses, prompt progress, coordinate escalations, and close the loop with users. Coordinate people & time:
Build daily schedules, manage OOO coverage, and align resources to volume spikes and planned work. Report & analyze:
Build and maintain weekly/monthly dashboards (volume, first-response/resolve, backlog aging, top drivers) and translate insights into clear recommendations. Executive reporting:
Prepare and deliver concise, executive-ready briefings on Help Desk performance, emerging risks, user feedback themes, and recommended actions
to the VP and President
on an agreed cadence (e.g., weekly snapshot; monthly trend review). Partner with leadership:
Share insights, coordinate communications during incidents/maintenance, and help roll out process improvements. WHAT YOU NEED:
2–4+ years
in Help Desk/IT support, service coordination, or dispatch ( MSP experience is a plus, not required ). Proven
Level
1 capability
across common end-user scenarios and sound judgment on when/how to escalate. Excellent written/verbal communication and a strong customer-service mindset; able to create clear executive summaries. Comfortable with ticketing/PSA tools (HaloPSA/ConnectWise/Jira/Zendesk) and remote-support utilities; working knowledge of Windows, Microsoft 365, basic networking/VPN. ITIL/SLAs familiarity; Reporting (Excel/Sheets/BI) ; experience coordinating on-site visits or after-hours rotations. WORK ENVIRONMENT:
This position is based in our
downtown Orlando
office, offering a collaborative workspace and opportunities for professional growth. JOB TYPE
Salary,
Full-time, Non-exempt . HOURS
The
IT Help Desk Coordinator
is a non-exempt, salaried position and is expected to work
40 hours per week . COMPENSATION:
Annual salary of $55,000-60,000/year commensurate with experience as well as paid vacation, health insurance plans, retirement program, disability insurance, and life insurance. Benefits Include: Paid Time Off (PTO)
– Accrual begins after 90 days, with increasing PTO over time. Health Insurance
– Enterfusion covers a portion of employee premiums; spouse and dependent coverage available. Two plans through Florida Blue. Life Insurance
– Company-paid coverage for employees. Short- & Long-Term Disability Insurance
– Income protection benefits provided. SIMPLE IRA
– Enterfusion matches employee contributions up to a set percentage. Continued Learning
– Reimbursement for required or beneficial certifications, plus training support. Join Enterfusion and be part of a team that invests in your success!
#J-18808-Ljbffr
efficiently triage and direct ticket requests, manage workloads and schedules, maintain service level agreements (SLAs),
and
directly resolve Tier 1 issues
to help the team thrive. As someone who is
technically savvy , exceptionally organized, and deeply committed to customer service, you will bring clarity, speed, and a consistently high level of service to our users. WHAT YOU'LL DO:
Own intake & routing:
Monitor queues, triage by priority/impact, assign to the right technician, and ensure clear notes and handoffs. Deliver Tier 1 support:
Handle common issues (account access/MFA, Outlook & Microsoft 365, Windows/macOS basics, printers/Wi-Fi/VPN, standard app installs) and escalate appropriately. Drive SLA execution:
Track statuses, prompt progress, coordinate escalations, and close the loop with users. Coordinate people & time:
Build daily schedules, manage OOO coverage, and align resources to volume spikes and planned work. Report & analyze:
Build and maintain weekly/monthly dashboards (volume, first-response/resolve, backlog aging, top drivers) and translate insights into clear recommendations. Executive reporting:
Prepare and deliver concise, executive-ready briefings on Help Desk performance, emerging risks, user feedback themes, and recommended actions
to the VP and President
on an agreed cadence (e.g., weekly snapshot; monthly trend review). Partner with leadership:
Share insights, coordinate communications during incidents/maintenance, and help roll out process improvements. WHAT YOU NEED:
2–4+ years
in Help Desk/IT support, service coordination, or dispatch ( MSP experience is a plus, not required ). Proven
Level
1 capability
across common end-user scenarios and sound judgment on when/how to escalate. Excellent written/verbal communication and a strong customer-service mindset; able to create clear executive summaries. Comfortable with ticketing/PSA tools (HaloPSA/ConnectWise/Jira/Zendesk) and remote-support utilities; working knowledge of Windows, Microsoft 365, basic networking/VPN. ITIL/SLAs familiarity; Reporting (Excel/Sheets/BI) ; experience coordinating on-site visits or after-hours rotations. WORK ENVIRONMENT:
This position is based in our
downtown Orlando
office, offering a collaborative workspace and opportunities for professional growth. JOB TYPE
Salary,
Full-time, Non-exempt . HOURS
The
IT Help Desk Coordinator
is a non-exempt, salaried position and is expected to work
40 hours per week . COMPENSATION:
Annual salary of $55,000-60,000/year commensurate with experience as well as paid vacation, health insurance plans, retirement program, disability insurance, and life insurance. Benefits Include: Paid Time Off (PTO)
– Accrual begins after 90 days, with increasing PTO over time. Health Insurance
– Enterfusion covers a portion of employee premiums; spouse and dependent coverage available. Two plans through Florida Blue. Life Insurance
– Company-paid coverage for employees. Short- & Long-Term Disability Insurance
– Income protection benefits provided. SIMPLE IRA
– Enterfusion matches employee contributions up to a set percentage. Continued Learning
– Reimbursement for required or beneficial certifications, plus training support. Join Enterfusion and be part of a team that invests in your success!
#J-18808-Ljbffr