> Markdown version of [/jobs/ext/2733244-it-service-coordinator](https://www.wearedevelopers.com/jobs/ext/2733244-it-service-coordinator). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Coordinator - **Company:** Cornerstone Barricades - **Location:** United States (Remote available) - **Salary:** $8,320.0 - **Contract:** Permanent contract - **Skills:** User Authentication, Issue Tracking Systems - **Published:** September 5, 2026 - **Apply:** https://itsasap-2.betterteam.com/it-service-coordinator-2/apply ## About the Role * Strong written and verbal communication skills. * Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. * At least 6 months of Customer Service Experience. * Culturally Fit. * Experience with Managed Service Providers (MSPs) is highly desirable., * A home office set up that meets the following: + Windows 11 with an Intel i5 or i7 (8th generation or newer), or; + AMD Ryzen 5 or 7 (2000 series or newer), or; + macOS 12 or newer. + Computer: A working computer with a minimum of 8GB RAM and one of the following: o Internet: Stable internet connection with at least 5 Mbps download and upload speeds. o Audio Equipment: A quality headset with a noise-cancellation feature for meetings. o Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. o Webcam: An HD webcam for video calls. * A very strong cultural fit the ITS way (Our core values will be discussed during the interview). * Excellent command of the English language both spoken and written. * Able to pass our online behavior and cognitive assessments. * Able to provide NBI Clearance (for PH applicants). ## Description The Service Coordinator's purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service., * Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction. * Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary, etc. are accurate. * Adherence to Standard Operating Procedures (SOPs) relating to ticket creation. * Coordinate dispatch of onsite resources as needed. * Follow procurement process with incoming equipment for service tickets. * Auditing and closure of completed tickets. * Perform follow-up when a client requests an update. * Use ConnectWise to create, review and manage service tickets for the entire Service Department. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed. * Regular review of all current Service Department tickets, to include responding to email-originated tickets to let the customer know it has been received, to identify high-priority tickets and notify the appropriate Service staff, and to identify tickets which are not being handled promptly. * Use internal and external knowledge bases and resources to research and resolve issues independently, as well as to assist in documenting coordinator procedures and policies. * Help the team identify trends, follow up on patterns, and address gaps in ticket handling. * Complete any other tasks as assigned by ITS management., Work schedules are determined based on business needs and are subject to change at any time. Scheduled hours and shifts are not guaranteed. Job KPI's: * SLA response time / Time to Triage. * Tickets audited per week. * Answered calls per week. * Live answer all calls. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Delegating the chores of authenticating users to Keycloak](https://www.wearedevelopers.com/videos/1558-delegating-the-chores-of-authenticating-users-to-keycloak) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [SSO with Ethereum and Next JS](https://www.wearedevelopers.com/videos/288-sso-with-ethereum-and-next-js) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)