IT Support Coordinator

Heartland Business Systems; Town of Brookfield (WI); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Growth opportunities

Work life balance

Employee recognition

Community involvement

Personal development

Job summary

Heartland Business Systems, LLC. is seeking an IT Support Coordinator to be the first point of contact for clients requesting technical assistance. You will gather information, perform basic troubleshooting, and route unresolved issues to the appropriate technical team.

The role ensures accurate ticket documentation, prioritization, and timely dispatch to meet SLA requirements, while collaborating with IT teams and business units to maintain high service levels.

Qualifications

• 1+ year experience in IT support or service desk.
• Customer service orientation.
• Basic hardware, software, networking knowledge.
• Experience in MSP environment.
• MS 365 Admin Center knowledge.
• Experience with ticket triage and escalation.

Responsibilities

• Serve as first point of contact for Service Desk requests via phone.
• Gather issue details, assess impact, create tickets, and perform basic troubleshooting.
• Clearly communicate technical information, set expectations, and escalate urgent issues as needed.
• Review, prioritize, categorize, and assign tickets based on impact and SLA requirements.
• Route tickets via phone, email, and shared mailboxes with complete documentation.
• Monitor ticket status and SLA compliance; rebalance workloads as needed.
• Troubleshoot common hardware, software, account, connectivity issues across Windows, macOS, ChromeOS, Apple and Android.
• Provide basic Microsoft 365, application, and user account support.
• Collaborate with clients, IT teams, and business units through Teams, email, and ticketing systems.
• Share actionable information and assist with prioritization and workload coordination.
• Participate in team meetings and identify recurring issues for improvement.
• Maintain accurate ticket records and document resolutions.
• Update knowledge base articles and procedures as needed.
• Follow escalation and SLA requirements while improving workflows.

Skills

IT support

Customer service

Ticket triage

Microsoft 365

Education

High School Diploma

Tools

Windows OS

MS365 Admin Center

Ticketing system

Job description

Description

The IT Support Coordinator serves as the initial point of contact for clients requesting technical assistance through the IT Service Desk. This position is responsible for answering incoming support calls, gathering and documenting information, performing basic troubleshooting, resolving issues during the initial interaction whenever possible, and appropriately routing unresolved issues to the appropriate technical team.

The position plays a critical role in ensuring that service requests are accurately documented, properly prioritized, dispatched to the appropriate team, and monitored to support Service Level Agreement (SLA) requirements.

Roles and Responsibilities/ Essential Functions:

• 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 elevate 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 escalated 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.

Requirements

How to qualify:

• 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

Why HBS?

Heartland Business Systems is one of THE LARGEST technology VARs or Value-Added Resellers in the Midwest. Anything that happens with computers – we do it! We PRIDE ourselves on our Core Values of:

Performance – HBS is driven to achieve exceptional results in all aspects of our business.

Respect – HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.

Innovation – HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.

Development – HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.

Excellence – HBS takes great pride in all we do and strive for excellence always.

What you can expect from HBS:

Competitive Compensation Package (May include but not limited to: Bonus, Incentive, Commission, Fair Wage, Retirement Plans, Benefits with HSA Compatible Plans)

• Growth Opportunities
• Community Involvement
• Personal Development
• Employee and Family Celebrations
• Green Initiatives
• Personal Time Off
• Work Life Balance
• Recognition and Awards

Day in and day out, you will be a part of a collaborative, innovative and award-winning team that will make you a better professional. Choose HBS today!

Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.