IT Service Desk Specialist — Frontline Support & SLA

Heartland Technology Group; Town of Brookfield (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Heartland Technology Group is seeking an IT Service Desk Coordinator to be the first point of contact for clients requesting technical help. You will document issues, perform basic troubleshooting, and route unresolved tickets to the appropriate teams to meet SLA commitments.

You will troubleshoot across Windows, macOS, ChromeOS, Apple, and Android, with basic Microsoft 365 support and collaboration with IT staff to maintain service quality and timely resolutions.

Qualifications

• 1+ year experience in IT support or service desk operations.
• Basic knowledge of Windows, macOS, and networking concepts.
• Experience with MSP environments is preferred.
• Familiarity with Microsoft 365 administration and Admin Center.
• Strong communication and customer service orientation.

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.
• Route and dispatch tickets, ensuring documentation before escalation and SLA adherence.
• Monitor ticket status and SLA compliance, prioritize work, and coordinate with IT teams.
• Provide basic Microsoft 365, application, and user account support.

Skills

Customer service mindset

Team player

Communication skills

Problem solving

Prioritization

Education

High School Diploma or Equivalent

Tools

Microsoft 365 Admin Center

Ticketing systems

Windows

macOS

Networking basics

Job description

Heartland Technology Group is seeking an IT Service Desk Coordinator to be the first point of contact for clients requesting technical help. You will document issues, perform basic troubleshooting, and route unresolved tickets to the appropriate teams to meet SLA commitments.

You will troubleshoot across Windows, macOS, ChromeOS, Apple, and Android, with basic Microsoft 365 support and collaboration with IT staff to maintain service quality and timely resolutions.