Technical Service Coordinator

The Technical Service Coordinator is responsible for maximizing utilization of internal and field technical resources through service request dispatching and schedule coordination. This role serves as the primary point of contact for clients, managing service request intake, first-line triage, escalations, scheduling, and dispatch to ensure prompt and effective support delivery. A basic understanding of IT concepts and technologies is required to triage and appropriately route technical issues. Strong customer service skills are a must.

Department: Service
Reports to: Service Manager

Position Responsibilities

• Act as the primary client contact for service requests and incidents
• Perform first-line triage of incoming service tickets and basic technical troubleshooting (e.g., reboots, password resets, account unlocks)
• Schedule and dispatch technicians for escalated and onsite service requests
• Manage and participate in Help Desk and Dispatch phone queues
• Coordinate IT technician schedules to ensure maximum utilization of billable resources
• Communicate with clients regarding appointment confirmations, ticket progress, and updates
• Monitor ticket queues to ensure SLA compliance
• Manage fleet inventory, including receiving and processing technology equipment and supplies

Knowledge, Skills, and Abilities

• Basic knowledge of IT systems, including Windows Desktop/Server environments, Microsoft 365, and common cloud-based productivity tools
• Familiarity with IT support concepts, terminology, and practices sufficient to facilitate accurate triage and schedule coordination
• Strong interpersonal skills: telephony, communication, active listening, and client care
• Technical awareness to match resources to technical issues appropriately
• Service awareness of all key IT services for which support is provided
• Self-motivated with the ability to work and adapt quickly to changes
• Accurate typing skills for efficient service request documentation

Additional Duties

• General office administration — maintaining an organized office environment, greeting visitors, and providing hospitality to employees and guests

Credentials and Experience

Previous client service or phone-related experience required, familiarity with IT support terminology and concepts. Some hands-on IT experience or coursework is preferred. A degree or formal certifications are required at time of hiring, but general technical competency to understand and triage IT support requests is expected.

Workweek Hours and Schedule

Monday through Friday, 8:00 AM – 5:00 PM (with a 1-hour lunch break), 40 hours per week.

Compensation and Benefits

Starting Pay: $20 - $24 per hour

Quarterly Bonuses: Upon 3 months of successful employment, employee will also be eligible for the Quarterly Bonus Incentive Program. This is a performance-based variable bonus that ranges from 0–5% depending on individual and team performance metrics.

Overtime: Paid 1.5x base pay outside of normal work hours

Paid Time Off: 15 days (120 hours) of PTO per year, which can be used for vacation, personal days, or illness.

Paid Holidays

Health Insurance

Life Insurance

Short-term and long-term disability insurance

Stayfit Program – Personal Health & Wellbeing Reimbursement

Retirement: Up to 3% match

About Us

Macatawa Technologies is an established, award-winning, managed IT service provider located in downtown Holland. We are regarded as a top provider of IT solutions with support for small to mid-sized businesses and organizations.

At Macatawa Technologies, we have an engaging team of lifelong learners who are experts in their field, yet are humble, down to earth individuals. As a team, we find fun in our daily work and strive to maintain a good work life balance!

If you are interested in joining our team, please submit your resume for immediate and confidential consideration. We look forward to speaking with you about our Technical Service Coordinator position!

Get to know us and see what our clients say about us by watching this short video - https://bit.ly/2M4Qbxe. Interested in learning even more? Please visit our website at www.macatawatechnologies.com.

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Pay: $20.00 - $24.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Referral program

Work Location: In person