IT Operations & MSP Service Coordinator

Merit-Technologies,-LLC

Hudson Acres (SC)

On-site

USD 45,000 - 51,000

Full time

14 days+

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Benefits offered by this job

PTO

Paid Holidays

Health, Dental & Vision Insurance

Simple IRA

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Job summary

Merit Technologies, a leading IT services company in South Carolina, is seeking an IT Operations & Service Coordinator to be the central point of contact for client interactions, service requests, procurement, and internal office operations. The ideal candidate will be organized, customer-focused, and capable of managing multiple priorities with attention to detail.

Responsibilities include handling the main line communications, MSP triage, quoting and procurement, inventory management, SOW

Qualifications

Experience in IT service coordination, MSP operations, or technical administrative support.
Strong organizational skills with the ability to manage multiple projects simultaneously.
Proficiency in ConnectWise, Microsoft 365, Google Workspace, and ticketing systems.
Excellent communication skills, both verbal and written.
Preferred: experience with IT procurement and vendor management; MSP partner portals.

Responsibilities

Serve as the primary contact for all incoming calls to the main line queue.
Answer, screen, and direct calls to the appropriate department or individual.
Oversee call routing options and collaborate with management to improve inbound call processes.
Ensure all callback requests include direct contact numbers.
Act as the first point of contact for incoming help desk calls.
Create, update, and manage IT support tickets in the ticketing system.
Assign and elevate tickets in collaboration with the engineering team.
Proactively monitor ticket progress, ensuring accurate categorization, prioritization, and timely follow-up.
Maintain detailed ticket notes for visibility across the IT team.
Escalate unresolved or delayed issues to the Director of MSP.
Process RMA requests and update product/service information in ConnectWise.
Register deals in partner portals (e.g., 8x8, Sophos) for pricing.
Add Microsoft 365 and Google subscriptions under tenant accounts.
Create new prospects, clients, vendors, and products in ConnectWise.
Prepare IT equipment and software quotes for clients based on engineering recommendations.
Source pricing from distributors or preferred vendors and place orders.
Track hardware deliveries and update purchase orders in ConnectWise.
Establish and maintain strong relationships with IT vendors and partners.
Maintain reseller agreements and partnerships.
Manage IT assets internally and for clients using Asset Panda.
Conduct regular inventory audits for accuracy and readiness.
Review completed SOWs for accuracy prior to quoting.
Obtain pricing for required hardware/software.
Create opportunities and initiate quotes in ConnectWise Sell.
Upload finalized SOWs to SharePoint, update related tickets, and notify assigned resources.
Send quotes for client eSignatures upon request.
Assist in client onboarding and offboarding processes, including account setup/removal, subscription transfers, and procurement.
Update assigned tickets throughout the project lifecycle.
Maintain office supplies, employee apparel inventory, and order as needed.
Book employee travel arrangements.
Receive deliveries and manage company vehicle maintenance and insurance.
Obtain Certificates of Insurance (COIs) for clients upon request.
Create and update Standard Operating Procedures (SOPs) and lead bi-annual reviews.