Technical Services Coordinator

Job Description 

The Technical Service Coordinator is responsible for maximizing utilization of internal and field technical resources through service request dispatching and schedule coordination. This role serves as the primary point of contact for clients, managing service request intake, first-line triage, escalations, scheduling, and dispatch to ensure prompt and effective service delivery. A basic understanding of IT concepts and technologies is required to triage and appropriately route technical issues. Strong customer service skills are a must. 

Department: Service 

Reports to: Service Manager 

Position Responsibilities 

• Act as the primary client contact for service requests and incidents 
• Perform first-line triage of incoming service tickets and basic technical troubleshooting (e.g., reboots, password resets, account unlocks) 
• Schedule and dispatch technicians for escalated and onsite service requests 
• Manage and participate in Help Desk and Dispatch phone queues 
• Coordinate IT technician schedules to ensure maximum utilization of billable resources 
• Communicate with clients regarding appointment confirmations, ticket progress, and updates 
• Monitor ticket queues to ensure SLA compliance 
• Manage fleet inventory, including receiving and processing technology equipment and supplies 

Knowledge, Skills, and Abilities 

• Basic knowledge of IT systems, including Windows Desktop/Server environments, Microsoft 365, and common cloud-based productivity tools 
• Familiarity with IT support concepts, terminology, and practices sufficient to facilitate accurate triage and schedule coordination 
• Strong interpersonal skills: telephony, communication, active listening, and client care 
• Technical awareness to match resources to technical issues appropriately 
• Understanding of all key IT services for which support is provided 
• Self-motivated with the ability to work and adapt quickly to changes 
• Accurate typing skills for efficient service request documentation 

Additional Duties 

• General office administration — maintaining an organized office environment, greeting visitors, and providing hospitality to employees and guests 

Credentials and Experience 

Previous client service or phone-related experience required, familiarity with IT support terminology and concepts. Some hands-on IT experience or coursework is preferred. A degree or formal certifications are not required at time of hiring, but general technical competency to understand and triage IT support requests is expected. 

Workweek Hours and Schedule 

Monday through Friday, 8:00 AM – 5:00 PM (with a 1-hour lunch break), 40 hours per week. 

Compensation and Benefits 

Starting Pay: $20 - $24 per hour 

Quarterly Bonuses: Upon 3 months of successful employment, employee will also be eligible for the Quarterly Bonus Incentive Program. This is a performance-based variable bonus that ranges from 0–5% depending on individual and team performance metrics. 

Overtime: Paid 1.5x base pay outside of normal work hours 

Paid Time Off: 15 days (120 hours) of PTO per year, which can be used for vacation, personal days, or illness. 

Paid Holidays 

Health Insurance 

Life Insurance  

Short-term and long-term disability insurance 

Stayfit Program – Personal Health & Wellbeing Reimbursement 

Retirement: Up to 3% match