IT Service Desk Analyst — Fast, First-Contact Support

HEARTLAND BUSINESS SYSTEMS LLC; Lafayette (CO); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) retirement plan

Paid time off

Long-term disability insurance

Job summary

Heartland Business Systems LLC is seeking an IT Service Desk Coordinator to act as the first contact for technical support requests, document issues, perform basic troubleshooting, and route unresolved items to the right team. You will monitor SLA adherence and coordinate with IT groups to ensure timely resolutions.

The role requires 1+ year IT service desk experience, MSP exposure, strong customer service, and familiarity with Windows/macOS/Android platforms and Microsoft 365 administration.

Qualifications

• 1+ year experience in IT support or service desk operations.
• High School Diploma or equivalent.
• Customer service oriented skillset.
• Basic knowledge of computer hardware, software, operating systems, Windows Server environments, and networking concepts.
• Previous experience in an MSP environment.
• Basic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center.
• Experience with ticket triage, dispatching, prioritization, and escalation.

Responsibilities

• Serve as the first point of contact for Service Desk requests via phone, providing professional, timely, and courteous support.
• Gather issue details, assess business impact and urgency, create accurate service tickets, and perform basic troubleshooting to resolve issues whenever possible.
• Clearly communicate technical information, maintain client communication, set expectations for next steps and follow-up, and escalate urgent or business-critical issues as needed.
• Review, prioritize, categorize, and assign tickets based on impact, urgency, requirements and SLA commitments.
• Route and dispatch tickets through phone, email, and shared mailboxes with complete documentation before escalation.
• Monitor ticket status, ownership, and SLA compliance, and rebalance workloads as needed.
• Troubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android platforms.
• Provide basic Microsoft 365, application, and user account support.
• Handle lower-level alerts and non-client-facing tickets, escalating complex issues with complete troubleshooting documentation.
• Collaborate with clients, IT teams, and business units via Teams, phone, email, and ticketing systems.
• Contribute to prioritization and workload coordination, and communicate changes in urgency or impact.
• Participate in team meetings and identify recurring issues or trends for improvement.
• Maintain accurate ticket records and document troubleshooting activities and resolutions.
• Update knowledge base articles and Service Desk procedures as needed.
• Follow escalation and SLA requirements while seeking process improvements.

Skills

IT support

MSP experience

Customer service

Ticket triage

Microsoft 365

Cross-platform support

Networking basics

Windows server

Education

High School Diploma

Tools

Microsoft 365 Admin Center

Job description

Heartland Business Systems LLC is seeking an IT Service Desk Coordinator to act as the first contact for technical support requests, document issues, perform basic troubleshooting, and route unresolved items to the right team. You will monitor SLA adherence and coordinate with IT groups to ensure timely resolutions.

The role requires 1+ year IT service desk experience, MSP exposure, strong customer service, and familiarity with Windows/macOS/Android platforms and Microsoft 365 administration.