Coordination Engineer

Courser • Wilmington, DE

6d • Onsite

About The Position

Coordination Engineer We are seeking a highly organized and technically capable Coordination Engineer to join our Service Delivery team. Serving as a critical link between clients and technical staff, this role combines service coordination, ticket dispatching, and hands-on support to ensure client issues are prioritized, routed, and resolved efficiently. The ideal candidate is a strong communicator and problem solver who thrives in a fast-paced environment, enjoys balancing multiple priorities, and is committed to delivering exceptional client service while supporting team success and service level objectives.

Requirements

• 1+ years of experience in a Help Desk, Service Desk, IT Support, Dispatch, Service Coordination, or customer service role.
• Demonstrated ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.
• Strong verbal and written communication skills with the ability to interact professionally with clients, vendors, and team members.
• Foundational knowledge of Microsoft Windows, Microsoft 365, user account administration, and common business technology platforms.
• Ability to analyze information, gather critical details, and accurately document client requests and service activities.
• Strong organizational and time management skills with the ability to prioritize work effectively and adapt to changing business needs.
• Proven ability to work collaboratively within a team environment while maintaining personal accountability and ownership of assigned tasks.
• Customer-focused mindset with a commitment to delivering a positive service experience and setting clear expectations.

Nice To Haves

• Experience working with ticketing, PSA, or service management platforms (namely ConnectWise).
• Willingness to continuously learn and develop technical skills within a managed services environment.
• Experience troubleshooting basic technical issues, including password resets, account unlocks, printer issues, and workstation support.
• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Experience working in a Managed Service Provider (MSP) environment.
• Industry certifications such as CompTIA A+ or Microsoft Fundamentals certifications are a plus.

Responsibilities

• Serve as a primary point of contact for inbound client requests received via phone, email, and service portals.
• Triage, prioritize, and route service requests to the appropriate technical resources for timely resolution.
• Monitor ticket queues to ensure prompt response times, efficient workflow management, and adherence to service level agreements (SLAs).
• Coordinate ticket assignments and assist with workload balancing to optimize Help Desk efficiency and client satisfaction.
• Provide basic technical support, including password resets, account unlocks, and other routine service requests.
• Collaborate closely with Help Desk engineers and leadership to drive ticket progression and resolution.
• Maintain accurate ticket documentation and gather necessary information to support efficient issue resolution.
• Assist with service delivery reporting, operational templates, and other processes that support Help Desk health and performance.
• Communicate effectively with clients and internal team members to provide updates, set expectations, and ensure a positive service experience.
• Contribute to a collaborative team environment focused on operational excellence, continuous improvement, and shared success.
• Continuously expand technical knowledge and participate in skill development opportunities to support career growth and increased technical responsibilities.
• Other duties as assigned

Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401(k) company match
• Flexible vacation time
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Membership Subsidy
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree