IT Support Desk Coordinator — Grow with Us

Heartland Business Systems, LLC.; Lafayette (CO); Hybrid; USD 30,000 - 34,000; Full time

Job summary

Heartland Business Systems, LLC. is seeking an IT Service Desk Coordinator in Lafayette, CO to be the first contact for client technical assistance. You will capture details, perform basic troubleshooting, and route issues to the appropriate team to meet SLAs.

The role requires 1+ year in IT support or MSP environments, strong customer service, and familiarity with Windows/macOS/ChromeOS and Microsoft 365. On-site work with engaging team collaboration.

Qualifications

• 1+ year experience in IT support, service desk, or troubleshooting.
• High School Diploma or Equivalent.
• Basic knowledge of computer hardware, software, operating systems, Windows server environments, and networking concepts.
• Experience working in a Managed Services Provider (MSP) environment.
• Experience with ticket triage, dispatching, prioritization, and escalation.
• Knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center.

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 accurate service tickets, and perform basic troubleshooting.
• Clearly communicate technical information and expectations, and escalate when needed.
• Review, prioritize, categorize, and assign tickets based on impact and SLA commitments.
• Route tickets via phone, email, and shared mailboxes with complete documentation.

Skills

IT support

Customer service

Networking basics

Operating systems

Microsoft 365

MSP experience

Ticket triage

Education

High School Diploma or equivalent

Tools

Microsoft 365 Admin Center

Job description

Heartland Business Systems, LLC. is seeking an IT Service Desk Coordinator in Lafayette, CO to be the first contact for client technical assistance. You will capture details, perform basic troubleshooting, and route issues to the appropriate team to meet SLAs.

The role requires 1+ year in IT support or MSP environments, strong customer service, and familiarity with Windows/macOS/ChromeOS and Microsoft 365. On-site work with engaging team collaboration.