MSP IT Service Desk Coordinator — Growth & Impact

Heartland Technology Group; Lafayette (CO); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Growth Opportunities

Community Involvement

Personal Development

Employee and Family Celebrations

Green Initiatives

Personal Time Off

Work Life Balance

Recognition and Awards

Job summary

Heartland Business Systems is seeking a driven IT Support Specialist to serve as the first point of contact for Service Desk requests in Colorado. You will gather issue details, perform basic troubleshooting, and dispatch tickets while communicating clearly with clients and teams.

You will triage, prioritize, and escalate issues, support Windows, macOS, ChromeOS, Apple and Android devices, and provide basic Microsoft 365 and user account assistance.

Qualifications

• 1+ year experience in IT support, service desk, 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 MSP environment experience.
• 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.
• Team player with professional attitude and respectful demeanor.

Responsibilities

• 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 escalate 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.

Skills

Customer service

IT support

MSP experience

Microsoft 365

Ticket triage

Escalation

Communication

Teamwork

Education

High School Diploma or equivalent

Job description

Heartland Business Systems is seeking a driven IT Support Specialist to serve as the first point of contact for Service Desk requests in Colorado. You will gather issue details, perform basic troubleshooting, and dispatch tickets while communicating clearly with clients and teams.

You will triage, prioritize, and escalate issues, support Windows, macOS, ChromeOS, Apple and Android devices, and provide basic Microsoft 365 and user account assistance.