IT Service Desk Coordinator: Frontline Support & Ticket Triage

Heartland Business Systems, LLC.; Lafayette (CO); Sur place; USD 62 265 000 - 70 661 000; Plein temps

Avantages offerts par ce poste

Growth opportunities

Community involvement

Personal development

Paid time off

Work-life balance

Recognition and awards

Résumé du poste

Heartland Business Systems is hiring an IT Service Desk Coordinator in Lafayette, CO. You will be the first contact for client technical requests, gather details, perform basic troubleshooting, and route unresolved issues to the right technical teams.

You will triage, dispatch, and document tickets, communicate clearly, and monitor SLA compliance, collaborating with IT teams and business units. A MSP background and 1+ year in IT support are preferred.

Qualifications

• 1+ year experience in IT support or service desk operations
• Customer service oriented
• Basic knowledge of computer hardware, software, OS, and networking concepts
• Previous MSP experience
• Experience with Microsoft 365 administration

Responsabilités

• Serve as the first point of contact for Service Desk requests via phone with professional, timely support
• Gather issue details, assess impact, create tickets, and perform basic troubleshooting
• Communicate technical info clearly and set expectations; escalate urgent issues as needed
• Review, prioritize, categorize, and assign tickets based on impact, urgency, and SLA
• Route tickets via phone, email, and shared mailboxes with complete documentation
• Monitor ticket status and SLA; rebalance workloads when necessary
• Troubleshoot common hardware, software, account, connectivity issues across Windows, macOS, ChromeOS, Apple and Android
• Provide basic Microsoft 365, application, and user account support
• Handle lower-level alerts and non-client tickets; escalate complex issues with documentation
• Collaborate with clients, IT teams, and business units through Teams, phone, email, and ticketing systems
• Share actionable information; assist with ticket prioritization and workload coordination
• Participate in team meetings; identify recurring issues for improvement
• Maintain accurate ticket records and document resolutions
• Update knowledge bases and Service Desk procedures

Connaissances

IT support

Service desk

Troubleshooting

Ticket triage

Dispatching

Escalation

Customer service

Windows

macOS

Networking

Formation

High School Diploma or Equivalent

Outils

Microsoft 365 Admin Center

Description du poste

Heartland Business Systems is hiring an IT Service Desk Coordinator in Lafayette, CO. You will be the first contact for client technical requests, gather details, perform basic troubleshooting, and route unresolved issues to the right technical teams.

You will triage, dispatch, and document tickets, communicate clearly, and monitor SLA compliance, collaborating with IT teams and business units. A MSP background and 1+ year in IT support are preferred.