IT Service Desk Coordinator — Fast, Impactful Tech Support

Heartland Business Systems, LLC.

Town of Brookfield (WI)

Hybrid

USD 42,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation package

Growth opportunities

Community involvement

Personal development

Employee and family celebrations

Green initiatives

Personal time off

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Recognition and awards

Job summary

Heartland Business Systems, LLC. is seeking an IT Service Desk Coordinator to serve as the initial contact for clients requesting technical assistance, gathering details, performing basic troubleshooting, and routing unresolved issues to the appropriate technical teams.

The role ensures accurate documentation, prioritization, dispatch, and SLA monitoring across multiple platforms. The position emphasizes professional communication, cross-team collaboration, and ongoing documentation updates to

Qualifications

1+ year experience working in an IT support, service desk operations, IT coordination, or troubleshooting.
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 working in a Managed Services Provider (MSP) environment
Basic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center
Experience with ticket triage, dispatching, prioritization, and escalation
Maintain an outcome focused mindset
Always be a team player
Carry a professional attitude and respectful demeanor

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 escalating urgent or business-critical issues as needed.
Review, prioritize, categorize, and assign tickets based on impact, urgency, technical requirements, and SLA commitments.
Route and dispatch tickets through phone, email, and shared mailboxes, ensuring complete documentation and troubleshooting details before escalation.
Monitor ticket status, ownership, and SLA compliance, and escalates or rebalance workloads when necessary.
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 through Teams, phone, email, and ticketing systems.
Share clear, actionable information, assist with ticket prioritization and workload coordination, and communicate changes in urgency or business impact.
Participate in team meetings and identify recurring issues or trends requiring further attention.
Maintain accurate ticket records and document troubleshooting activities and resolutions.
Update knowledge base articles, procedures, and Service Desk documentation as needed.
Follow escalation and SLA requirements while identifying opportunities to improve documentation, workflows, and Service Desk processes.