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Job Description
Help Desk Coordinator (Dispatch & Operations) OnCall IT, Inc. Irvine, CA Job Details Full-time $26 - $29 an hour 2 hours ago Benefits Profit sharing Health savings account Paid holidays Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Vision insurance Qualifications Teamwork Microsoft Excel Microsoft Outlook Interpersonal skills Phone communication Driver's License Microsoft Teams Document viewing software Grammar Experience Technical Proficiency Adobe Acrobat Ticketing system technical support Client interaction via phone calls Full Job Description
ABOUT THE OPPORTUNITY
OnCall IT, Inc. is seeking a highly organized, professional, Help Desk Coordinator to manage the day-to-day flow of our IT operations. This role is a dispatch and coordination-focused role , serving as the central communication hub between our clients and technicians. You will be responsible for answering incoming support requests, creating and prioritizing service tickets, and coordinating technician schedules to ensure timely and effective resolution of client issues. This position does not perform technical troubleshooting or IT support , but instead focuses on managing workflow, communication, and service delivery. There are some additional administrative tasks that help the office run smoothly; however, as noted above, this role is primarily dispatch-focused. The integral position is largely operational and client-facing, ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and excels at communication.
KEY RESPONSIBILITIES
Dispatch & Help Desk Operations Answer incoming client requests via phone and email Create, update, and prioritize service tickets using our service desk software Dispatch and manage technicians' schedules based on urgency, availability, and skill set Monitor ticket queues and follow up to ensure timely resolution Communicate clearly with clients regarding status updates and next steps Coordination & Support Act as a liaison between clients, technicians, and internal staff Escalate urgent issues appropriately Maintain accurate ticket notes and documentation Assist with tracking hardware shipments, inventory, and vendor coordination Administrative Support (Secondary) Work with the office manager on clerical tasks as needed Assist office manager with building management items Help with special projects requiring organization, research, or documentation
REQUIRED QUALIFICATIONS
Minimum 1 year of professional work experience, preferably in customer service, dispatch, or help desk environments Bachelor's degree from an accredited college or university preferred, but not required. Excellent verbal communication skills — confident and professional on the phone Strong written communication skills — proper grammar, spelling, and clarity Outstanding organizational and multitasking abilities Comfortable working in a fast-paced, ticket-driven environment Technical proficiency with: Microsoft Word, Excel, Outlook, Teams Adobe Acrobat Ticketing software, preferably ConnectWise Ability to learn new systems quickly and work both independently and as part of a team Reliable automobile, proof of automobile insurance, and valid driver's license Ability to lift/carry computer equipment under 20 lbs
BENEFITS
We recognize people as our most valuable asset.
Our benefits package includes:
Competitive hourly pay Paid holidays and paid sick/vacation time Medical, dental, and vision insurance Life and long-term disability insurance Flexible Spending Account (FSA) / Health Savings Account (HSA) 401k retirement plan with profit sharing Performance bonuses
COMPANY CULTURE
Personal, team-oriented, small business environment Business casual dress code Company social events Supportive leadership and opportunities for growth
ABOUT OUR COMPANY
OnCall IT, Inc. has been helping small and medium-sized businesses across Southern California manage their technology since 2001. We provide comprehensive IT support for Windows-based environments, including help desk services, onsite support, network design, system monitoring, procurement, vendor coordination, and hosted services. We believe that tech support is really people support. Our staff is made up of a diverse group of professionals who have strong technical knowledge. More importantly, though, is their ability to communicate technical information to non-technical end users in a clear, patient, and pleasant manner. We pride ourselves in the excellent relationships we have built over the years with our many clients and the trust they put in us to help them run their businesses effectively.
HOW TO APPLY
If you are interested in this opportunity, please apply using the link below. We look forward to learning more about you.
https:
//forms.oncallit.com/form-6529809/coordinator-job-application-form OnCall IT, Inc. is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and eligibility to work in the United States.
