IT Support Coordinator

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

Description:

The IT Service Desk 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 negotiate 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.

Equal employment opportunity, including veterans and individuals with disabilities.