Autotask Scheduling & Resource Coordinator

Advanced Computer Technologies, LLC; East Hanover (NJ); On-site; USD 50,000 - 70,000; Full time

Job summary

Advanced Computer Technologies, LLC is seeking a Resource Coordinator to manage day-to-day technician schedules using Autotask PSA. You will assign and monitor tickets, coordinate onsite visits, and balance workloads across the MSP team to meet client SLAs.

Ideal candidates have MSP/IT service desk experience, strong organizational skills, and excellent communication with clients and internal teams. You will also prepare reports and support resource planning during peak periods.

Qualifications

• Experience scheduling, dispatch, and resource coordination in IT services.
• Experience in MSP or IT service desk environments preferred.
• Proven ability to manage multiple priorities and balance workloads.
• Strong customer service orientation and client communication skills.
• Ability to prioritize work based on urgency, SLA, and business impact.
• Excellent documentation and calendar management capabilities.
• Experience with MS Office (Outlook, Excel, Word, Teams).
• Comfortable learning IT terminology, hardware concepts, and service processes.

Responsibilities

• Coordinate day-to-day technician and engineer schedules.
• Review service queues to ensure tickets are assigned and addressed.
• Assign tickets based on priority, SLA, skills, and availability.
• Maintain technician calendars, ticket assignments, and availability.
• Monitor workloads and balance assignments across the team.
• Adjust schedules for emergencies, escalations, or high-priority issues.
• Ensure Service Desk coverage and identify scheduling gaps.
• Coordinate onsite visits, remote sessions, and project-related work.
• Track tickets, aging tickets, and scheduling timelines.
• Communicate scheduling changes and expectations to stakeholders.
• Escalate resource shortages or bottlenecks to management.
• Plan ahead for PTO, training, or project-related events.
• Provide backup support for other coordinators during peak times.
• Prepare and distribute operational reports as required.
• Assist with coordination between Projects, Account Management, and Service Desk.

Skills

Scheduling

Dispatch

Resource management

Autotask PSA

MSP/IT Service Desk experience

Organizational skills

Customer service

Client communication

Problem solving

Prioritization

Attention to detail

Teamwork

Initiative

Tools

Autotask PSA

Job description

Advanced Computer Technologies, LLC is seeking a Resource Coordinator to manage day-to-day technician schedules using Autotask PSA. You will assign and monitor tickets, coordinate onsite visits, and balance workloads across the MSP team to meet client SLAs.

Ideal candidates have MSP/IT service desk experience, strong organizational skills, and excellent communication with clients and internal teams. You will also prepare reports and support resource planning during peak periods.