What are the responsibilities and job description for the Service Coordinator position at Internetworks?
Service Coordinator
Internetworks — Portland, OR
When our clients send the help signal, you answer the call. You’re the friendly voice on the other end of the phone, the one who keeps the service team running like a well-oiled machine, and the reason our clients feel like someone truly has their back. When priorities are competing and someone needs to call it, that someone is you.
If you thrive in a fast-paced environment, have a knack for juggling multiple things at once, and love bringing order to chaos — we think this might just be your lucky day.
About Internetworks
Founded in 1997, Internetworks is a Portland-based managed IT services provider supporting over 200 small businesses and nonprofits. We’re known for treating our clients like neighbors, not ticket numbers, and our team reflects that: collaborative, genuine, and good at what they do. We’ve been recognized as one of Oregon’s 100 Best Companies to Work For, and we take that seriously.
What You’ll Actually Do
A realistic day in this role looks like: phones ringing, emails coming in, tickets opening, technicians needing direction, clients wanting status checks, and you managing all of it at once with a steady hand and a warm voice. It’s interrupt-driven by design. Context-switching isn’t a bug of this job, it’s the job, and the right person for this role makes quick calls confidently and keeps things moving without needing all the answers first.
More specifically, you’ll:
- Answer inbound calls and emails from clients, triage their requests, and get them into the right hands quickly
- Dispatch technicians using ConnectWise, matching the right resource to the right ticket and making prioritization calls when the queue gets busy
- Monitor the open ticket queue throughout the day, following up on anything that’s stalled, in the wrong status, or missing communication
- Keep clients informed on ticket progress and set accurate expectations
- Deflect and resolve tickets that don’t require a technician: answering scope questions, routing requests to sales, closing out issues that just need a human response
- Coordinate scheduling for onsite visits and time-sensitive work
- Partner with the Service Manager to keep the queue clean, flag trends, and identify recurring issues
What We’re Looking For
The profile that succeeds in this role isn’t about IT knowledge. It’s about being the kind of person who can assess a situation quickly, make a call, and keep things moving, all while making clients feel genuinely taken care of.
Must-Haves
- Excellent verbal and written communication skills, warm and professional under pressure
- Real customer service experience in a high-volume, fast-paced environment: think busy restaurant, medical office, legal reception, hospitality, or similar roles where you were managing competing priorities and making quick judgment calls
- Decisiveness: you’re comfortable calling the priority when three things need attention at once, and you don’t need perfect information to make a good call
- A natural ability to direct traffic and coordinate people without having formal authority over them. You’re not anyone’s manager, but the team looks to you to set the tone and keep things on track
- Strong organizational instincts and the ability to reprioritize on the fly without losing track of what’s open
- Comfort with technology and ability to learn new tools quickly
- A genuinely warm, patient, people-first personality that comes through even on a busy day
Nice-to-Haves
- Experience in a dispatch, scheduling, or intake role
- Familiarity with ConnectWise or any ticketing/PSA system
- Prior MSP or IT environment experience
Why You’ll Love Working Here
Perks
- Competitive salary and performance-based bonuses
- Industry-leading PTO
- Comprehensive medical, dental, and vision coverage
- 401(k) with employer match
- Paid Volunteer Time Off
- Professional development opportunities through Microsoft, Cisco, and Dell
Culture
- Regular team events — happy hours, movie nights, and more
- Discounts on computer hardware, software, and networking gear
- Company-provided gear and apparel
- Fully stocked breakfasts, snacks and drinks
- Twice-weekly in-office coffee and pastries served by a barista
How to Apply
If you did a happy dance or got joyful goosebumps while reading this posting, it’s time to apply! Send us your resume and a cover letter sharing why you’re the perfect fit for the role and what you’d bring to the Internetworks client experience. We genuinely hope to meet you soon.
What to Expect in the Hiring Process
- A short one-way video interview
- A live interview focused on communication, decisiveness, and how you handle a busy day
- A background check and driving record review
Internetworks is committed to building an inclusive, welcoming environment. We do not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation, or military status.
Salary : $25 - $35