We are a Managed and Cloud Services Provider that is all about proactive solutions, ensuring businesses stay ahead, which means you’ll always be engaged with cutting-edge tech. Our company culture is supportive, valuing every team member’s growth, ideas, and contributions. With a commitment to professional development, this is the ideal place for those who love learning and tackling new challenges.
We are seeking a highly organized and customer-focused IT Service Coordinator (ConnectWise) to join the team. In this dual role, you will be responsible for coordinating the scheduling and assignment of service tickets while also actively working on resolving tickets as a support technician. You will ensure timely and efficient service delivery to our clients and provide basic technical support for IT-related issues.
IT Service Coordinator (ConnectWise) Dispatching Responsibilities:
- Act as the primary point of contact for all incoming service requests from clients via phone, email, and ticketing system.
- Review, prioritize, and assign service tickets to appropriate technicians based on their skill level, availability, and geographic location.
- Monitor open tickets and ensure SLAs (Service Level Agreements) are met by following up with technicians and clients on ticket progress.
- Schedule and coordinate onsite visits for technicians when remote support is insufficient.
- Communicate ticket status updates to clients and technicians, ensuring clear and consistent communication.
- Ensure proper documentation is maintained for all dispatched service requests and follow-ups.
IT Service Coordinator (ConnectWise) Limited Technical Support
- Password resets
- Software installation and updates
- Printer and peripheral troubleshooting
- Basic network connectivity issues
- User account management
- Escalate more complex issues to higher-level technicians as needed.
- Document troubleshooting steps and resolutions in the ticketing system.
- Ensure tickets are closed with thorough documentation of the problem, steps taken, and resolution.
IT Service Coordinator (ConnectWise) Qualifications:
- Must have ConnectWise PSA dispatching experience
- 1-2 years of experience in a technical support role (within an MSP environment).
- Previous experience in a dispatcher or service coordinator role
- Basic understanding of networking, computer systems, and troubleshooting methodologies.
- Knowledge of Windows, macOS, and common business software applications (Microsoft Office, etc.).
- Excellent communication skills, both verbal and written.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities and adapt to changing client needs.
- Customer-service-oriented mindset with a focus on problem-solving.
IT Service Coordinator (ConnectWise) Benefits:
- Health Insurance Stipend ($300-$400 per month)
- PTO
- Paid Sick Days
- Paid Holidays
- Company Vehicle for travel to client sites
- Internal growth opportunities
