{"id":1540171,"url":"https://alion.io/job/hbs-it-support-coordinator","title":"IT Support Coordinator","company":{"id":1758777,"name":"HBS -","domain":"hbs.net","url":"https://alion.io/company/hbs-net","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Columbia, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":75000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":214},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-30T17:37:57Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T07:48:04Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nThe IT Service Desk Coordinator serves as the initial point of contact for clients requesting technical assistance through the IT Service Desk. This position is responsible for answering incoming support calls, gathering and documenting information, performing basic troubleshooting, resolving issues during the initial interaction whenever possible, and appropriately routing unresolved issues to the appropriate technical team.\nThe position plays a critical role in ensuring that service requests are accurately documented, properly prioritized, dispatched to the appropriate team, and monitored to support Service Level Agreement (SLA) requirements.\nRoles and Responsibilities/ Essential Functions:\nServe as the first point of contact for Service Desk requests via phone, providing professional, timely, and courteous support.\nGather issue details, assess business impact and urgency, create accurate service tickets, and perform basic troubleshooting to resolve issues whenever possible.\nClearly communicate technical information, maintain client communication, set expectations for next steps and follow-up, and escalate urgent or business-critical issues as needed.\nReview, prioritize, categorize, and assign tickets based on impact, urgency, technical requirements, and SLA commitments.\nRoute and dispatch tickets through phone, email, and shared mailboxes, ensuring complete documentation and troubleshooting details before escalation.\nMonitor ticket status, ownership, and SLA compliance, and escalate or rebalance workloads when necessary.\nTroubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android platforms.\nProvide basic Microsoft 365, application, and user account support.\nHandle lower-level alerts and non-client-facing tickets, escalating complex issues with complete troubleshooting documentation.\nCollaborate with clients, IT teams, and business units through Teams, phone, email, and ticketing systems.\nShare clear, actionable information, assist with ticket prioritization and workload coordination, and communicate changes in urgency or business impact.\nParticipate in team meetings and identify recurring issues or trends requiring further attention.\nMaintain accurate ticket records and document troubleshooting activities and resolutions.\nUpdate knowledge base articles, procedures, and Service Desk documentation as needed.\nFollow escalation and SLA requirements while identifying opportunities to improve documentation, workflows, and Service Desk processes.\nRequirements\nHow to qualify:\n1+ year experience working in an IT support, service desk operations, IT coordination, or troubleshooting.\nHigh School Diploma or Equivalent\nCustomer service-oriented skillset \nBasic knowledge of computer hardware, software, operating systems, windows server environments, and networking concepts.\nPrevious experience working in a Managed Services Provider (MSP) environment\nBasic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center\nExperience with ticket triage, dispatching, prioritization, and escalation \nMaintain an outcome focused mindset \nAlways be a team player \nCarry a professional attitude and respectful demeanor \nWhy HBS?\nHeartland Business Systems is one of THE LARGEST technology VARs or Value-Added Resellers in the Midwest. Anything that happens with computers - we do it! We PRIDE ourselves on our Core Values of:\nPerformance - HBS is driven to achieve exceptional results in all aspects of our business.\nRespect - HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.\nInnovation - HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.\nDevelopment - HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.\nExcellence - HBS takes great pride in all we do and strive for excellence always.\nWhat you can expect from HBS:\nCompetitive Compensation Package (May include but not limited to: Bonus, Incentive, Commission, Fair Wage, Retirement Plans, Benefits with HSA Compatible Plans) \nGrowth Opportunities \nCommunity Involvement \nPersonal Development \nEmployee and Family Celebrations \nGreen Initiatives \nPersonal Time Off \nWork Life Balance \nRecognition and Awards \nDay in and day out, you will be a part of a collaborative, innovative and award-winning team that will make you a better professional. Choose HBS today!\nHeartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.","description_format":"text","description_chars":4660,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-30T21:00:23Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":22,"reasons":["conf:8","velocity","win:early","comp:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hbs-it-support-coordinator","json_url":"https://alion.io/job/hbs-it-support-coordinator.json","meta":{"generated_at":"2026-10-02T01:53:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2434,"day_limit":5000,"remaining_today":2566,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}