About the Role:

Helios Technology Solutions Inc. is seeking a detail-oriented and proactive IT Helpdesk Coordinator / Dispatcher to serve as the central hub of our day-to-day field and support operations. In this role, you will be the first point of contact for incoming support tickets, coordinate technician dispatch and scheduling, ensure accurate time and expense tracking, generate client invoices, and liaise with subcontractors — all while keeping our operations running like clockwork.

This is an ideal opportunity for someone who thrives in a fast-paced technical environment, is highly organized, and enjoys being the person who keeps every moving part in sync.

Key Responsibilities

Ticket Management & Triage

• Monitor the helpdesk queue and review all incoming support tickets promptly
• Triage and categorize tickets by priority, issue type, and required skill set
• Assign tickets to the appropriate technician based on availability, skill, and location
• Track ticket status and follow up to ensure timely resolution within SLA targets
• Escalate unresolved or high-priority issues to senior technicians or management
• Maintain accurate ticket notes, resolutions, and client communication log

Technician Scheduling & Dispatch

• Manage and maintain daily technician schedules for onsite visits and remote support
• Confirm technician availability and ensure all scheduled jobs are covered
• Coordinate last-minute schedule changes, rescheduling, and emergency dispatching
• Monitor real-time technician locations and job progress throughout the day
• Communicate job details, site access requirements, and client expectations to technicians before each visit
• Ensure technicians have the parts, tools, and information needed before arriving on-site

Subcontractor Coordination

• Reach out to subcontractors to confirm or source technician availability for scheduled or urgent jobs
• Verify subcontractor certifications, rates, and coverage areas as needed
• Communicate job scope, timelines, and client requirements to subcontractors clearly
• Track subcontractor attendance, work completion, and performance notes
• Maintain an up-to-date roster of vetted subcontractors and their skills/regions

Time, Expense & Invoicing

• Review and verify technician time entries for accuracy and completeness after each job
• Enter and update time and expense records in the system (ConnectWise or equivalent PSA)
• Flag missing, incomplete, or inconsistent entries and follow up with technicians for corrections
• Generate client invoices based on completed work orders, time logs, and applicable rates
• Review invoices for accuracy before submission and coordinate approvals with management
• Assist with tracking billable vs. non-billable hours and expense reconciliation

Timesheet Management

• Collect and compile weekly timesheets from all technicians (internal and subcontractors)
• Verify timesheet data against dispatched jobs and ticket logs
• Submit completed timesheets to payroll or management by the required deadline
• Resolve discrepancies and ensure all time is properly categorized by client and project

Client & Administrative Communication

• Act as the primary point of contact for clients regarding appointment confirmations, ETAs, and job updates
• Communicate proactively with clients about delays, technician changes, or follow-up visits
• Answer inbound calls and emails with a professional, helpful, and solution-oriented approach
• Coordinate incoming/outgoing mail, shipments, hardware deliveries, and courier logistics
• Maintain organized filing systems for job records, contracts, and vendor documents
• Support management with reports, data entry, and operational documentation as needed

What We’re Looking For:

Required

• Minimum 2 years of experience in an operations coordinator, dispatcher, helpdesk, or similar