Service Coordinator

ProTech IT Solutions, LLC•Torrington, CT

1d•$45,000 - $50,000•Onsite

About The Position

ProTech IT Solutions is looking for a detail-oriented Service Coordinator / Service Dispatcher (also may be referred to as IT Service Dispatcher, Help Desk Coordinator, or Technical Support Coordinator) to serve as the central point of contact for all incoming client IT support requests. This role is critical to keeping our service delivery running smoothly — you'll triage requests, coordinate technician schedules, and ensure every client receives a concierge, white-glove level of service from first contact through resolution. This is an ideal role for someone who thrives in a fast-paced, multitasking environment and enjoys being the hub that keeps a technical team organized and clients informed.

Requirements

Basic technical knowledge (Level 1) sufficient to understand client issues and route tickets to the appropriate staff member
Background in customer service, with strong client-facing communication skills
Comfortable collaborating within a team as well as working independently when needed
Able to manage multiple calls and requests simultaneously without losing accuracy or composure
Excellent time management, organizational, and communication skills

Nice To Haves

ConnectWise experience a strong plus
Proficiency with Microsoft Office preferred
Associate or bachelor's degree preferred; equivalent experience considered

Responsibilities

Act as the primary point of contact for all incoming client troubleshooting and IT-related requests
Log all incoming service requests accurately and promptly in the ticketing system
Assign tickets to the appropriate technician or department based on skill set, availability, and workload
Follow up on open tickets to confirm issues have been fully resolved to the client's satisfaction
Communicate proactively with clients to update them on the status, progress, and completion of their requests
Deliver a concierge/white-glove level of service on every client interaction
Coordinate calendar appointments and scheduling for all technical support staff
Track the location and status of technical support staff to ensure timely, accurate recording of on-site activity
Maintain the Dispatch Portal so it accurately reflects all scheduled and in-progress on-site work
Identify inefficiencies in scheduling or workflow processes and recommend improvements