IT Service Desk

PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING*

Job Title: IT Service Desk & Project Coordinator

Rate: Php 297.61 per hour

Work Type:

• Remote/WFH
• Part-time, with a possibility to transition into Fulltime

Working Hours:

• Part-time: 9:00am to 1:00pm Mountain Time, Monday to Friday
• Core hours once transitioned to FT: 8:00 a.m. to 5:00 p.m. Mountain Time, Monday to Friday.

Start Date: TBD

JOB OVERVIEW:

Today, support calls, contractor dispatch, permit follow-ups, and project status updates are handled by the owner and the sales lead between client meetings. We are centralizing all of that in one role and one platform. You will own the ticket queue, the project calendar, and the relationship with our field technicians and subcontractors, so that clients get fast, documented answers and projects close cleanly.

JOB ROLE & RESPONSIBILITIES:

Service Desk

• Run the service desk in Atera: intake from phone, email, client portal, and RMM alerts; triage by priority; assign; follow through to resolution.
• Remotely resolve Tier 1 issues: Teams Rooms and conferencing devices (Yealink, Neat,Logitech, Poly), displays and signage players, network basics (Wi-Fi, switch ports, ISP liaison), camera and access-control cloud platforms (Rhombus, Avigilon Alta), and Microsoft 365 user administration.
• Use Atera's RMM to monitor managed endpoints and network devices, run patching schedules, execute remediation scripts, and open tickets automatically from alerts.
• Use Atera AI Copilot to summarize ticket threads, draft client replies, and generate scripts for review; elevate to the owner or Tier 2 with a clean summary of what was tried.
• Keep SLAs: 30-minute response on critical issues, 2 hours on high, 4 hours on normal, during business hours (Mountain time), with a documented after-hours handoff.
• Maintain the knowledge base: one article per recurring issue, per client, per room standard.
• Produce monthly client service reports from Atera (ticket volume, response and resolution times, recurring issues, recommendations).

Dispatch and Field Coordination

• Schedule onsite work for our field technicians (W2 and contractor) and national subcontractors (TrickDog Technology, Field Nation/LaborFlex). Every dispatch originates from an Atera ticket with a purchase order number. No ticket, no dispatch.
• Brief technicians before they roll (scope, site contact, access, parts, photos required), and confirm close-out with photos and notes in the ticket.
• Manage facilities-program work orders for national restaurant and retail clients through
• ServiceChannel: accept, quote, schedule, dispatch, and invoice from the ticket.

Project Coordination

• Run the project kickoff checklist within three business days of a signed proposal: scope, drawings, bill of materials, schedule, permits, site contacts, client reporting cadence, service agreement.
• Maintain the master project calendar in Atera and the shared Microsoft 365 workspace; track equipment orders and deliveries against install dates with Finance.
• Own permit submissions and inspection scheduling with local jurisdictions (for example, Greenwood Village and South Metro Fire for low-voltage and fire-alarm interface work).
• Send a weekly status email for every active project over $25,000: completed this week, next week, open items, decisions needed.
• Coordinate commissioning and handover: user training sessions scheduled, as-builts and documentation delivered, service agreement activated in Atera, first managed-services invoice triggered.
• Flag schedule or budget risk early and plainly. Our clients would rather hear about a problem on Tuesday than a missed date on Friday.

Finance and Process Handoffs

• Submit purchase order and invoice requests to Finance using the standard template; confirm PO numbers before any order or dispatch.
• Log time and parts on tickets so monthly billing rolls out of Atera accurately.
• Contribute to the Friday exception report: any order, dispatch, or commitment that happened outside process.

JOB REQUIREMENTS:

Required

• 2+ years in a help desk, service coordinator, project coordinator, or dispatcher role at an MSP, AV integrator, security integrator, or low-voltage contractor.
• Hands-on familiarity with at least one PSA/RMM or ticketing platform (Atera, ConnectWise, HaloPSA, Autotask, NinjaOne, Zendesk, Freshdesk). We will train you on Atera.
• Working knowledge of Microsoft 365 administration and basic networking (IP addressing, VLAN concepts, Wi-Fi troubleshooting, reading a switch port).
• Comfortable on the phone with a frustrated client and in a chat with a technician on a ladder.