Service Coordinator (IT Service Desk/Dispatcher)
$41,600–$41,600 year
HybridAmerican Fork, Utah, United States
American Fork, Utah, United StatesHybridFull Time$41,600–$41,600 yearEntry LevelSmall
Full TimeEntry LevelSmall
Job Summary
Receive IT support requests via phone and email, triage tickets in ConnectWise, and assess urgency based on business impact. Assign and dispatch tickets to technicians while coordinating remote and onsite schedules. Monitor ticket queues and SLA commitments, escalating at-risk items to TAMs or requiring additional resources. Keep clients informed of status, delays, and next steps while maintaining detailed documentation. Work closely with the Services Team to ensure smooth operations and a positive client experience.
Required Qualifications
- Strong customer service and professional communication skills
- Excellent organization, attention to detail, and ability to manage multiple priorities
- Comfortable using computers and learning new software and technology
- Ability to listen to technical problems, ask appropriate questions, and clearly document information
- Sound judgment and ability to distinguish between urgency and business impact
- Dependable, self-motivated, and able to work effectively in a fast-paced team environment
- Previous customer service, phone support, scheduling, dispatching, or administrative experience
- Genuine interest in technology and developing a career in IT
- Previous MSP, help desk, or IT support exposure
- Familiarity with ConnectWise or another ticketing/PSA system
- Familiarity with Windows, Microsoft 365, networking, MFA, VPNs, Active Directory/Entra ID, or other common IT concepts
- IT coursework, certifications such as CompTIA A+, or personal hands-on technology experience
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