Job Description
Overview:
We're a growing IT managed services provider serving SMB. We're looking for a reliable, detail-oriented contractor to manage our help desk intake process — answering calls, logging tickets, tracking technician time, and preparing weekly billing summaries. This role is critical to keeping our operations smooth and our clients supported.
Responsibilities:
- Answer incoming client calls and emails professionally
- Create and triage support tickets in our PSA/ticketing system
- Assign tickets to appropriate technicians based on priority and skill
- Track technician time entries and ensure accuracy
- Flag billable items and prepare weekly billing reports for QuickBooks
- Follow up on incomplete tickets or missing time logs
- Maintain clear documentation and communication with the team
Requirements:
- Experience with help desk dispatching or IT service coordination
- Familiarity with ticketing systems (e.g., JIRA, ZOHO, CONFLUENCE .)
- Strong organizational skills and attention to detail
- Excellent written and verbal communication
- Ability to work independently and manage time effectively
- Bonus: Experience with QuickBooks or billing workflows
Tools We Use:
- PSA/ticketing system (we’ll train you on ours)
- QuickBooks (for billing handoff)
- Microsoft Teams / Slack for internal communication
Work Hours:
- Flexible, but must be available during core business hours (Eastern Time)
- Estimated 5-20 hours/week depending on volume
What We Offer:
- Long-term opportunity with a stable, growing company
- Clear processes and documentation
- Collaborative team environment
- Potential to expand into operations or client success roles
Apply Now
Apply Now