IT Support Coordinator

HEARTLAND BUSINESS SYSTEMS LLC • Brookfield, WI

1d

About The Position

The IT Support Coordinator is the initial point of contact for clients seeking technical assistance through the IT Service Desk. The role answers incoming support calls, gathers and documents issue details, performs basic troubleshooting, resolves issues during the initial interaction when possible, and routes unresolved issues to the appropriate technical team.

The coordinator ensures service requests are accurately documented, prioritized, and dispatched, and monitors them to support Service Level Agreement (SLA) requirements. The role also maintains client communication, tracks ticket ownership and status, supports workload coordination, and helps improve Service Desk documentation and processes.

Requirements

• At least 1 year of experience in IT support, service desk operations, IT coordination, or troubleshooting.
• High school diploma or equivalent.
• Customer service-oriented skillset.
• Basic knowledge of computer hardware, software, operating systems, Windows Server environments, and networking concepts.
• Previous experience working in a Managed Services Provider (MSP) environment.
• Basic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center.
• Experience with ticket triage, dispatching, prioritization, and escalation.
• Maintain an outcome-focused mindset.
• Be a team player.
• Maintain a professional attitude and respectful demeanor.

Responsibilities

• Serve as the first point of contact for Service Desk requests by phone, providing professional, timely, and courteous support.
• Gather issue details, assess business impact and urgency, create accurate service tickets, and perform basic troubleshooting to resolve issues when possible.
• Communicate technical information clearly, maintain client communication, set expectations for next steps and follow-up, and escalate urgent or business-critical issues as needed.
• Review, prioritize, categorize, and assign tickets based on impact, urgency, technical requirements, and SLA commitments.
• Route and dispatch tickets through phone, email, and shared mailboxes, ensuring complete documentation and troubleshooting details before escalation.
• Monitor ticket status, ownership, and SLA compliance, and escalate or rebalance workloads when necessary.
• Troubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android platforms.
• Provide basic Microsoft 365, application, and user account support.
• Handle lower-level alerts and non-client-facing tickets, escalating complex issues with complete troubleshooting documentation.
• Collaborate with clients, IT teams, and business units through Teams, phone, email, and ticketing systems.
• Share clear, actionable information; assist with ticket prioritization and workload coordination; and communicate changes in urgency or business impact.
• Participate in team meetings and identify recurring issues or trends requiring further attention.
• Maintain accurate ticket records and document troubleshooting activities and resolutions.
• Update knowledge base articles, procedures, and Service Desk documentation as needed.
• Follow escalation and SLA requirements while identifying opportunities to improve documentation, workflows, and Service Desk processes.

Benefits

• Competitive compensation package, which may include bonus, incentive, commission, fair wage, retirement plans, and benefits with HSA-compatible plans.
• Growth opportunities.
• Community involvement.
• Personal development.
• Employee and family celebrations.
• Green initiatives.
• Personal time off.
• Work-life balance.
• Recognition and awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED