Service Desk Coordinator

About the Role

Fredericksburg Technology is looking for a highly organized and personable Service Desk Coordinator to be the operational backbone of our support team. You’ll serve as the first point of contact for incoming client requests, ensuring every ticket is logged accurately, triaged appropriately, and routed to the right technician — all while keeping our SLAs on track.

This is a full-time, on-site position at our Fredericksburg office. You don’t need to be a seasoned IT professional, but you should have a solid foundational understanding of technology and a genuine desire to deliver exceptional client experiences. If you’re someone who thrives on keeping things organized, communicating clearly, and making processes better, we want to hear from you.

Key Responsibilities

• Answer incoming phone calls and enter new support requests as tickets in the PSA/ticketing system
• Triage incoming tickets, assess urgency and impact, and assign them to the appropriate technician
• Monitor open tickets to ensure SLAs are met; escalate at-risk tickets proactively
• Coordinate scheduling for on-site technician appointments, including client communication and calendar management
• Manage shipping and receiving of equipment and IT assets, including tracking, labeling, and documentation
• Maintain accurate records in the inventory management system for client equipment and internal stock
• Liaise between clients and technicians to communicate status updates clearly and professionally
• Identify recurring workflow bottlenecks and suggest process improvements to leadership
• Assist with onboarding and offboarding documentation and asset logistics
• Support general administrative and operational needs of the service team

Requirements

• Strong organizational skills with meticulous attention to detail
• Excellent verbal and written communication skills, especially with non-technical users
• Comfort working in a fast-paced environment with shifting priorities
• Basic technical knowledge: operating systems (Windows/macOS), common hardware, software troubleshooting concepts, and networking fundamentals
• Proficiency with standard business software (email, calendar, spreadsheets)
• Ability to pass a background check

Nice to Have

• Prior experience with a PSA or ticketing platform (ConnectWise Manage, Autotask, HaloPSA, Zendesk, etc.)
• Experience in a managed service provider (MSP) or IT support environment
• Familiarity with RMM tools or IT asset management systems
• CompTIA A+, ITF+, or similar entry-level IT certification
• Experience in a dispatcher, coordinator, or operations role