Service Coordinator Jobs

About The Position

Requirements

• At least 3 years of experience in IT support, service desk, desktop support, or a similar end-user technology role, with demonstrated growth in technical responsibility and problem ownership.
• Strong troubleshooting skills across Windows, Microsoft 365, hardware, software, networking, printing, mobile devices, and other common workplace technologies.
• Experience supporting Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and related identity and access issues.
• Ability to own complex or escalated support issues, coordinate with other technology teams when needed, and drive issues through to resolution.
• Strong understanding of IT service management practices, including incident management, service requests, escalation, prioritization, documentation, and ticket lifecycle management.
• Ability to coordinate daily Service Desk activities, monitor workload and priorities, and ensure urgent or high-impact issues receive appropriate attention.
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly to employees with varying levels of technical experience.
• Customer-focused mindset, good judgment, patience, professionalism, and ability to remain effective in high-volume or high-pressure situations.
• Strong documentation habits and commitment to maintaining useful knowledge articles, troubleshooting procedures, and repeatable support processes.
• Ability to recognize recurring problems, identify improvement opportunities, and collaborate with other Technology teams.
• Strong organizational skills, personal accountability, and ability to balance individual support work with team coordination.
• Full clean driver’s license.
• Current and ongoing authorization to work in the United States without employer sponsorship.

Nice To Haves

• Experience as a senior Service Desk technician, technical lead, escalation point, or mentor to other IT support professionals.
• Hands-on experience with enterprise endpoint and identity technologies such as Microsoft Intune, Microsoft Entra ID, Windows Autopilot, and Microsoft 365 administration.
• Experience with an ITSM platform and using ticket trends, service metrics, knowledge management, or process improvement to strengthen Service Desk operations.
• Experience supporting technology in professional services, architecture, engineering, construction, or a similarly complex environment with specialized applications and distributed office locations.

Responsibilities

• Coordinate day-to-day service desk activities while contributing to frontline support.
• Oversee ticket intake, assignment, and prioritization, and help ensure issues are resolved within service-level expectations.
• Serve as the first escalation point for complex or unresolved service desk issues.
• Provide coaching and performance feedback and promote consistent use of support processes and standards.
• Monitor team workload and resolution quality, identify recurring issues, and recommend process improvements to the IT Service and Support Manager.
• Contribute to onboarding and knowledge-base development for the service desk team.
• Take ownership of complex or escalated support issues, coordinate with other technology teams as needed, and drive issues through resolution.
• Help coordinate daily workload and priorities so urgent or high-impact issues receive appropriate attention.
• Maintain useful knowledge articles, troubleshooting procedures, and repeatable support processes.
• Work collaboratively with other Technology teams to improve the employee support experience.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Paid holidays
• 401(k) retirement savings
• Disability protection
• Wellness incentives
• Flexibility
• Mentoring and support for career growth