Desktop Support Coordinator

Job Summary:

CF Staffing Solutions is seeking a motivated and customer-focused Desktop Support Coordinator to join our internal IT team. As the first point of contact for technical support, you will play a crucial role in ensuring our employees have the technology resources they need to succeed. You will provide timely and effective Tier 1 technical assistance, troubleshoot hardware and software issues, manage user accounts, and contribute to the overall efficiency of our IT operations. The ideal candidate is an excellent communicator with strong problem-solving skills and a passion for helping others.

Key Responsibilities:

• Serve as the primary point of contact for internal users seeking technical assistance via phone, email, chat, or our ticketing system.
• Provide prompt and courteous Tier 1 support for hardware (desktops, laptops, printers, mobile devices), software (Windows OS, Microsoft Office 365, Google
• Workspace, standard business applications, potentially staffing-specific software like ATS/CRM), and basic network connectivity issues.
• Accurately log, track, prioritize, and document all service desk requests and incidents in the IT Service Management (ITSM) system.
• Diagnose, troubleshoot, and resolve technical issues efficiently, aiming for first-call resolution whenever possible.
• Escalate unresolved or complex issues to Tier 2/3 support or specialized teams according to established procedures.
• Assist with user account management, including account creation, password resets, permissions adjustments, and disabling accounts in Active Directory / Azure AD / relevant systems.
• Install, configure, and deploy approved software and hardware for end-users.
• Assist with the IT onboarding and offboarding processes for employees.
• Maintain an inventory of IT assets (hardware, software licenses).
• Contribute to the creation and maintenance of user guides, technical documentation, and knowledge base articles.
• Identify recurring issues and contribute to finding permanent solutions.
• Adhere to IT policies, procedures, and security best practices.
• Provide exceptional customer service and maintain a positive, helpful attitude.
• Required Qualifications:
• Proven experience (typically 1-2+ years) in a Service Desk, Help Desk, or IT Support role.
• Strong knowledge of Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite (Outlook, Word, Excel, Teams, SharePoint).
• Experience with Active Directory / Azure for user account management.
• Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience troubleshooting PC hardware, printers, and peripherals.
• Experience using IT Service Management (ITSM) or ticketing software (e.g.,
• ServiceNow, Jira Service Management, Zendesk).
• Excellent problem-solving and analytical skills.
• Strong communication (verbal and written) and interpersonal skills.
• Customer-service oriented with patience and empathy when dealing with users of varying technical abilities.
• Ability to multitask, prioritize workload, and work effectively under pressure.
• Detail-oriented with strong documentation skills.

Preferred Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications (e.g., CompTIA A+, CompTIA Network+, ITIL Foundations, Microsoft certifications).
• Experience supporting Applicant Tracking Systems (ATS), Customer Relationship Management (CRM) software, or other staffing industry-specific applications.
• Experience with remote desktop support tools.
• Familiarity with cloud platforms (Microsoft Azure, AWS).
• Basic understanding of IT security principles.
• Experience working within a fast-paced corporate or staffing industry environment