Dedicated Technology Coordinator (DTC)

Premier Systems•Indianapolis, IN

3d•$50,000 - $55,000•Onsite

About The Position

Managed System Solutions (MSS) is seeking a personable, organized, and proactive Dedicated Technology Coordinator to serve as the primary point of contact between MSS and assigned clients. The coordinator supports multiple client locations by providing onsite technical assistance, coordinating IT support services, and maintaining strong client relationships. The role combines first-level technical support with client relationship management, organization, and ownership of requests through resolution, while coordinating advanced troubleshooting and escalations with MSS’s remote technical team. The position is primarily onsite at multiple client locations throughout the Greater Indianapolis area, with occasional work at the MSS office in Carmel, Indiana. It requires regular travel between client sites, potentially multiple times during the same workday, and close coordination with remote technical teams. The schedule is Monday through Friday with eight-hour shifts. Salary is $50,000–$55,000 per year, and paid time off is offered.

Requirements

Working knowledge of Windows 11, including installation, configuration, troubleshooting, and user account management.
Familiarity with Microsoft 365 applications and basic administration, including Outlook, Teams, OneDrive, and user account management.
Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting.
Ability to diagnose and resolve common hardware, software, printer, and peripheral issues.
Experience setting up and configuring computers, installing software, and connecting devices to business networks.
Familiarity with basic IT security practices, including multifactor authentication, antivirus or endpoint protection, and password management.
Ability to use remote support tools and IT ticketing systems to document and track technical issues.
Ability to distinguish between issues that can be resolved independently and those requiring escalation.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent verbal and written communication skills, including the ability to explain technical issues to nontechnical users.
Strong customer service, relationship management, and interpersonal skills; ability to interact professionally with employees, management, and executives.
Excellent organizational, time-management, multitasking, and prioritization abilities, with follow-through on commitments.
Ability to coordinate effectively with remote technical teams and external vendors.
Strong accountability, ownership, and attention to detail.
Ability to work independently at client locations while maintaining regular communication with MSS management.
Ability to adapt to different client environments, workplace cultures, and technology systems.
Reliable personal transportation and a valid driver's license, with the ability to travel between multiple client locations throughout the Greater Indianapolis area, including multiple sites in one workday.
High school diploma or equivalent required.
1–2 years of hands-on experience in IT support, desktop support, Help Desk, or a related technical role required.

Nice To Haves

Associate degree or technical training in IT.
Experience in a client-facing IT support position.
CompTIA A+, Network+, or Microsoft certifications, or equivalent hands-on technical experience.
Experience working in a Managed Service Provider (MSP) environment.

Responsibilities

Serve as the primary liaison between MSS and assigned clients, building working relationships with client management and employees.
Understand clients’ technology needs, concerns, and business priorities, and provide regular updates on open issues and activities.
Represent MSS professionally during onsite visits and client meetings and manage support needs across multiple accounts.
Coordinate onsite schedules and prioritize client visits according to business needs, service requests, and operational requirements.
Provide first-level support for common hardware, software, network, peripheral, and business application issues.
Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, printers, Wi-Fi, Ethernet, VPN, and internet connectivity.
Perform authorized basic user account administration, password resets, and access management in Microsoft 365 and Windows environments.
Assist with workstation setup, software installation and configuration, equipment replacement, and employee onboarding and offboarding.
Diagnose and document technical issues, conduct initial troubleshooting, and escalate complex problems to the MSS technical team.
Work with remote Help Desk technicians and provide onsite assistance when physical access is required.
Follow IT security practices, including multifactor authentication, endpoint protection, and secure access procedures.
Maintain accurate technical documentation of troubleshooting steps, resolutions, and system configurations.
Monitor open support tickets, follow up through resolution, coordinate additional troubleshooting or escalation, and keep clients informed of progress.
Identify recurring issues and work with the technical team toward long-term solutions.
Assist employees with reporting technology issues, support hardware deployments and replacements, and coordinate onsite support visits and third-party vendors when needed.
Proactively identify technology concerns and communicate them to the appropriate team.
Maintain records of IT assets, equipment assignments, and inventory; keep onboarding and offboarding checklists and client technology documentation current.
Track outstanding requests, ensure timely follow-up, and help improve internal processes and documentation.
Take ownership of the client experience, coordinate among clients, MSS management, and technical personnel, and identify opportunities to improve service quality and efficiency.
Provide periodic updates on support activities, outstanding issues, and client needs.