IT Routing Technician

TEKsystems; Frankfort (KY); On-site; USD 38,000 - 54,000; Full time

Job summary

TEKsystems in Frankfort, KY seeks an organized, customer-focused coordinator to schedule IT service activities, manage installations and repair requests, and serve as the primary contact between customers and field support staff.

You will create and update tickets in an IT service management system, communicate appointment statuses to customers, and maintain accurate records to support timely service delivery.

Qualifications

• Experience delivering professional customer service.
• Strong written and verbal communication abilities.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities independently.
• Proficiency with email, collaboration tools, spreadsheets, and standard business applications.
• Experience documenting information accurately and maintaining organized records.

Responsibilities

• Coordinate technology equipment installations, repairs, and support appointments.
• Create, update, and manage service requests within an IT service management platform.
• Communicate with customers to schedule appointments and provide service updates.
• Maintain accurate documentation and records related to support activities.
• Work closely with field support teams to ensure timely completion of assigned work.
• Track and prioritize service requests to meet customer needs and support objectives.
• Provide a professional and positive customer experience through all interactions.
• Independently manage workload while adhering to established processes and procedures.

Skills

Customer service

Communication skills

Organizational skills

Independent work

Email & collaboration tools

Documentation

Tools

ITSM platform

Ticketing systems

Spreadsheets

Email

Job description

Position Overview

We are seeking an organized and customer-focused professional to support the coordination and scheduling of IT service activities. This role is responsible for managing technology equipment installations, repair requests, and service appointments while serving as a primary point of contact between customers and field support personnel.

The successful candidate will spend a significant portion of their day managing service requests within an IT support tracking system, creating and updating tickets, and communicating with customers through various channels to coordinate appointments and provide status updates. This position requires strong organizational abilities, attention to detail, and a commitment to delivering excellent customer service.

Key Responsibilities

• Coordinate technology equipment installations, repairs, and support appointments.
• Create, update, and manage service requests within an IT service management platform.
• Communicate with customers to schedule appointments and provide service updates.
• Maintain accurate documentation and records related to support activities.
• Work closely with field support teams to ensure timely completion of assigned work.
• Track and prioritize service requests to meet customer needs and support objectives.
• Provide a professional and positive customer experience through all interactions.
• Independently manage workload while adhering to established processes and procedures.

Required Qualifications

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication abilities.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple priorities.
• Proficiency with email, collaboration, spreadsheet, and other standard business applications.
• Experience documenting information accurately and maintaining organized records.

Preferred Experience

• Experience coordinating projects, schedules, or service-related activities.
• Experience in technical support, help desk, customer support, or service desk environments.
• Familiarity with desktop operating systems and basic troubleshooting concepts.
• Experience handling customer inquiries through phone, email, or ticketing systems.