Are you passionate about helping people and keeping things running smoothly behind the scenes? We're looking for an IT Helpdesk Coordinator to be the friendly, organized face of our internal IT support team. In this role, you'll manage incoming support tickets, route calls, and ensure our associates get timely updates and resolutions—all while keeping communication clear and service top of mind.

This is not a hands-on technical role, but it’s perfect for someone who thrives in a fast-paced environment, loves process improvement, and enjoys being the go-to person for coordination and follow-through.

What You’ll Do

· Monitor and manage incoming IT support tickets via Zendesk

· Assign and classify tickets to the right IT team members

· Track pending tickets and follow up to ensure timely updates

· Communicate with associates to provide status updates and gather details

· Answer incoming helpdesk calls and route inquiries appropriately

· Document ticket progress and resolution notes clearly

· Suggest process improvements to enhance support efficiency

What You’ll Bring

· 2+ years of experience in helpdesk coordination or internal customer support

· Familiarity with ticketing systems like Zendesk, ServiceNow, or Jira

· Strong skills in Office 365 (Outlook, Teams, Excel, Word)

· Experience working in process-driven environments, ideally in IT or tech support

· Excellent communication and organizational skills

· A service-first mindset with patience, empathy, and professionalism

· Ability to juggle multiple priorities and follow through reliably

Work Environment

· This role is 100% onsite at our Addison, TX location

· Occasional flexibility may be needed during high-volume periods

Physical Requirements

· Ability to sit or stand at a workstation for extended periods

· Frequent use of computer, keyboard, and phone

· Occasional walking to other departments for in-person support

· Ability to lift and carry up to 25 lbs (e.g., laptops, small IT equipment)

· Visual acuity to read screens and documents

Why Join Us?

We’re a people-first organization that values clarity, collaboration, and continuous improvement. If you’re someone who loves structure, thrives on helping others, and enjoys being at the heart of a well-run support system, we’d love to meet you.