Service Desk Support Specialist

Heartland Business Systems, LLC.

United States

Remote

USD 42,000 - 65,000

Full time

4 days ago

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Benefits offered by this job

Competitive compensation package

Growth opportunities

Work-life balance

Personal development

Employee and family celebrations

Green initiatives

Job summary

Heartland Business Systems, LLC is seeking an IT Service Desk Coordinator to be the first point of contact for client technical assistance. You will gather details, perform basic troubleshooting, route tickets, and ensure SLA adherence across Windows, macOS, and mobile platforms.

The role requires at least 1 year in IT support, MSP exposure, and strong customer service skills. A High School Diploma is necessary, with knowledge of Microsoft 365 administration and ticketing processes.

Qualifications

1+ year of IT support or service desk experience.
High School Diploma or equivalent.
Customer service oriented.
Basic knowledge of hardware, software, operating systems, Windows Server environments, and networking concepts.
Experience in MSP environments.
Experience with Microsoft 365 administration and Admin Center.
Experience with ticket triage, dispatching, prioritization, and escalation.
Team player with a professional attitude.

Responsibilities

Serve as 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.
Communicate technical information clearly and set expectations for next steps and follow-up.
Review, prioritize, categorize, and assign tickets based on impact, urgency, and SLA commitments.
Route and dispatch tickets via phone, email, and shared mailboxes with complete documentation.
Monitor ticket status, ownership, and SLA compliance and rebalance workloads as needed.
Troubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, Android.
Provide basic Microsoft 365, application, and user account support.
Escalate complex issues with full troubleshooting documentation.
Collaborate with clients, IT teams, and business units via Teams, phone, email, and ticketing systems.
Share actionable information, help with prioritization, and communicate changes in urgency or impact.
Participate in team meetings and identify recurring issues needing attention.
Maintain accurate ticket records and document troubleshooting steps and resolutions.
Update knowledge base articles, procedures, and Service Desk documentation as needed.
Follow escalation and SLA requirements and identify opportunities to improve workflows.