Help Desk Technician / Service Coordinator
Job Summary
As the Help Desk Technician / Service Coordinator, you will serve as the first point of contact for clients seeking technical assistance. You will be responsible for answering support calls, gathering detailed information from customers, creating and managing service tickets, coordinating technician schedules, monitoring incoming support requests, and resolving routine support tickets using established procedures.
Success in this role requires excellent communication skills, strong organizational abilities, attention to detail, and a commitment to providing an outstanding customer experience.
Duties
- Answer incoming support calls and emails in a professional and friendly manner.
- Gather detailed information from customers regarding technical issues and service requests.
- Maintain clear and consistent communication with customers regarding ticket status and scheduling.
- Follow up with customers to ensure issues have been resolved and expectations have been met.
- Create accurate and detailed service tickets.
- Monitor the support email inbox and generate tickets from incoming requests.
- Schedule service appointments and coordinate technician dispatch.
- Ensure tickets are documented, categorized, and assigned appropriately.
- Maintain accurate records of customer interactions and support activities.
- Resolve routine support requests using existing troubleshooting procedures and ticket templates.
- Identify recurring service requests and common support issues.
- Recommend new ticket templates and standardized procedures to improve efficiency.
- Assist in developing and maintaining support workflows and documentation.
- Contribute to continuous improvement initiatives within the help desk team.
Qualifications
Required
- High School Diploma or GED.
- Excellent customer service and communication skills.
- Strong organizational and multitasking abilities.
- Attention to detail and accurate documentation skills.
- Basic computer proficiency.
- Ability to work independently and as part of a team.
- Professional demeanor and positive attitude.
- Valid driver's license and reliable transportation.
Preferred
- Previous experience in customer service, dispatching, reception, call center, service coordination, or help desk environments.
- Familiarity with Microsoft 365.
- Experience with ConnectWise, NinjaOne, or similar ticketing and remote management platforms.
- Basic understanding of computer hardware, software, and networking concepts.
- Interest in pursuing a career in Information Technology.
Why Join The Connect Group?
This is a great opportunity to join a growing Montana technology company where you can build valuable customer service, technical support, and service management skills while learning addition IT skills alongside experienced IT professionals.
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Ability to take on-call rotations?
- Must agree to submit background check
Work Location: In person
