MSP Service Desk & Compliance Coordinator

We are a U.S. based managed IT services company looking for a full time remote team member to help manage our service ticket queue, handle simple technical issues, follow up with clients, coordinate with vendors, and keep recurring compliance tasks moving to completion.

Our clients primarily use Windows 11, Windows Server, Cisco Meraki, Microsoft 365, Google Workspace, and networked printers. Experience in those areas is strongly preferred.

This role is a mix of service desk coordination, Tier 1 to Tier 1.5 technical support, client follow up, vendor coordination, compliance task coordination, and general operational support. We are looking for someone who is organized, proactive, detail oriented, and comfortable making sure nothing slips through the cracks.

Responsibilities:
- Monitor and manage the daily service ticket queue
- Work older tickets and follow up on stalled or waiting tickets
- Contact clients by email, phone, and text to gather updates and keep issues moving
- Handle simple support issues independently
- Troubleshoot common workstation, email, login, and printer related issues
- Escalate more advanced, sensitive, or unclear issues when needed
- Coordinate with third party vendors on client issues
- Open vendor tickets, join vendor support calls, document updates, and follow through until resolved
- Run recurring tasks such as scans, reports, and internal checklists
- Help coordinate client compliance tasks using our compliance platform and partner guidance
- Follow up with clients to collect missing documents, screenshots, and required information
- Help maintain clean and accurate inventories across tools such as Huntress, Beachhead, and other platforms by reviewing stale or inactive entries
- Keep detailed notes and organized documentation in tickets and internal systems
- Ask for clarification when something is unclear rather than guessing
- Help ensure no tickets, tasks, or client requirements fall through the cracks

What we are looking for:
- Strong written and spoken English
- Experience working in a ticketing or service desk environment
- Basic remote IT support experience
- Experience supporting Windows 11 environments
- Familiarity with Windows Server administration and troubleshooting
- Familiarity with Cisco Meraki environments is strongly preferred
- Familiarity with Microsoft 365 is strongly preferred
- Familiarity with Google Workspace is strongly preferred
- Experience troubleshooting printer and printing related issues is strongly preferred
- Good organization and follow through
- Comfortable communicating with clients and vendors professionally
- Able to work independently and also know when to escalate
- Experience supporting healthcare clients, HIPAA related workflows, or compliance coordination is strongly preferred

About the role:
We are looking for someone who can own the front line, keep the queue organized, handle simple issues, coordinate follow up, and help move compliance and vendor related tasks to completion. More advanced technical issues will be escalated as needed.