IT Service Desk Specialist

Heartland Technology Group; Columbia Township (MO); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation package

Growth opportunities

Work-life balance

Employee recognition

Job summary

Heartland Technology Group seeks an IT Service Desk Coordinator to be the first contact for client support requests. You will gather details, perform basic troubleshooting, and route complex issues to the appropriate technical team.

You will document service tickets, monitor SLA compliance, and collaborate with IT teams via Teams, email, and ticketing systems. This role requires strong customer service and basic IT knowledge.

Qualifications

• 1+ year experience in IT support, service desk operations, IT coordination, or troubleshooting.
• High School Diploma or Equivalent.
• Customer service-oriented skillset.
• Basic knowledge of computer hardware, software, OS, Windows server environments, and networking concepts.
• Previous MSP experience.
• Basic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center.
• Experience with ticket triage, dispatching, prioritization, and escalation.
• Outcome-focused mindset.
• Team player with professional attitude.

Responsibilities

• Serve as the first point of contact for Service Desk requests via phone, providing professional, timely support.
• Gather issue details, assess impact and urgency, create tickets, and perform basic troubleshooting.
• Communicate clearly, set expectations, and escalate urgent issues as needed.
• 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, ownership, and SLA compliance; adjust workloads as needed.
• Troubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android.
• Provide basic Microsoft 365, application, and user account support.

Skills

Customer service

IT support

Ticket triage

Escalation management

Microsoft 365

Windows support

macOS support

ChromeOS support

Team player

Education

High School Diploma or Equivalent

Tools

Microsoft 365 Admin Center

Microsoft Teams

Ticketing systems

Job description

Heartland Technology Group seeks an IT Service Desk Coordinator to be the first contact for client support requests. You will gather details, perform basic troubleshooting, and route complex issues to the appropriate technical team.

You will document service tickets, monitor SLA compliance, and collaborate with IT teams via Teams, email, and ticketing systems. This role requires strong customer service and basic IT knowledge.