IT Support Coordinator

Heartland Business Systems

. Serve as the first point of contact for Service Desk requests via phone .

Posted 10/13/2026full-timeLafayette • Colorado • United StatesJunior💰 $22 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in IT support and service desk operations, with a focus on troubleshooting, ticket management, and customer service. Capable of collaborating effectively with clients and IT teams while maintaining SLA compliance and documentation standards.

Highest-signal resume keywords

IT Support ExperienceTicket Triage and DispatchingMicrosoft 365 AdministrationCustomer Service OrientationTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTicket ManagementBasic Networking ConceptsWindows Operating SystemsMacOSChromeOSAppleAndroidMicrosoft 365Service Desk Operations

Soft Skills

Team PlayerProfessional AttitudeRespectful DemeanorOutcome Focused Mindset

Tools & Technologies

Microsoft 365 Admin CenterTicketing SystemsTeams

Industry Keywords

Managed Services ProviderSLA ComplianceService Desk DocumentationClient Communication

Tech Stack

Tools & technologies

AndroidMacOS

About the role

Key responsibilities & impact

Serve as the first point of contact for Service Desk requests via phone
Gather issue details, assess business impact and urgency, create service tickets, and perform basic troubleshooting
Communicate technical information, maintain client communication, set expectations, and escalate urgent or business-critical issues
Review, prioritize, categorize, and assign tickets based on impact, urgency, technical requirements, and SLA commitments
Route and dispatch tickets through phone, email, and shared mailboxes
Monitor ticket status, ownership, and SLA compliance; escalate or rebalance workloads when necessary
Troubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android platforms
Provide basic Microsoft 365, application, and user account support
Handle lower-level alerts and non-client-facing tickets, escalating complex issues with complete troubleshooting documentation
Collaborate with clients, IT teams, and business units through Teams, phone, email, and ticketing systems
Participate in team meetings and identify recurring issues or trends
Maintain accurate ticket records and document troubleshooting activities and resolutions
Update knowledge base articles, procedures, and Service Desk documentation
Follow escalation and SLA requirements and improve documentation, workflows, and Service Desk processes

Requirements

What you’ll need

1+ year experience working in an IT support, service desk operations, IT coordination, or troubleshooting
High School Diploma or Equivalent
Customer service-oriented skillset
Basic knowledge of computer hardware, software, operating systems, Windows server environments, and networking concepts
Previous experience working in a Managed Services Provider (MSP) environment
Basic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center
Experience with ticket triage, dispatching, prioritization, and escalation
Maintain an outcome focused mindset
Always be a team player
Carry a professional attitude and respectful demeanor

Benefits

Comp & perks

Competitive Compensation Package
Bonus
Incentive
Commission
Retirement Plans
Benefits with HSA Compatible Plans
Growth Opportunities
Community Involvement
Personal Development
Employee and Family Celebrations
Green Initiatives
Personal Time Off
Work Life Balance
Recognition and Awards
Health, dental, and vision insurance
Company-paid long-term disability insurance
Paid time off, including vacation, sick leave, and company-recognized holidays
401(k) retirement plan with company contribution
Annual performance-based bonus