IT Service Coordinator (Client-Facing)

Location: Onsite in Austin, TX (Northwest hills) / hybrid. Local candidates only. Beyond the hybrid schedule, this role occasionally requires same-day, on-short-notice trips to client sites around the Austin metro (pick up a machine, troubleshoot a site issue, etc)., Updating clients regularly on ongoing open tickets/service requests, and managing client communications and expectations.

• Monitoring and maintaining acceptable SLAs across the team.

• Handling technical support escalations in a timely, efficient manner; serving as first- or second-level escalation point of contact.

• Supervising a team of helpdesk technicians - scheduling and prioritizing service requests using ConnectWise Manage.

• Systematically monitoring and updating ticket statuses, inventory records, and customer configurations.

• Assisting with server installs, project, and migration management.

Detail-oriented, with excellent written and verbal communication skills.

• Able to think logically and perform step-by-step troubleshooting in a fast-paced, multitasking environment.

• Able to learn quickly on the job with minimal oversight.

• Able to make sound decisions on technical support and customer service.

• Able to document new procedures, update old ones, and suggest process improvements.

• Able to solve practical problems and work through concrete variables in situations where only limited standardization exists.

• Able to synthesize and gather information on new clients and bring them into internal systems

• Able to interpret instructions provided in written, oral, diagram, or schedule form.

• Outstanding customer-service instincts and genuine dedication to the customer experience. ____________________

You’ll be a good fit for this role if you:

• Like being a tech

• Are logic- and pattern-oriented

• Are good at spotting and remembering details

• Are process-driven

• Enjoy gaming and computers

• See big-picture cause & effect

• Enjoy problem-solving, Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field is nice, but not required. Experience and capacity matter.

• Some background leading, coordinating, or being responsible for others’ work - formal management title not required.

• Solid hands-on technical grounding across the following:

• MS Server (2016, 2019, 2025)

• Microsoft 365 (some GSuite is good too)

• Active Directory, DNS, DHCP

• Microsoft desktop OS (10, 11)

• Mac experience helpful (not required)

• General networking (firewalls, subnets, routing, switches, etc.)

• Backup hardware and software, RAID

• Desktop and server hardware and software

• CompTIA “A+” Certification preferred.

• Familiarity with ConnectWise Manage is a plus, but we’ll train you on our systems and processes.

$50-80K DOE - starting pay based on experience, with room to grow to top of the range through tenure and performance. Full time salaried. 401k, Medical, Dental, Vision, Life, paid vacation, etc., * 401(k)

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

We are a full-service computer networking and IT solutions provider (MSP). Serving small and mid-sized businesses since 1997, we provide on-site technical support, computer networking, IT outsourcing, and IT consulting.

We provide complete IT services including: network design and implementation, on-site technical support, VPN and remote access, internet firewall and security, IT staffing, IT project management and implementation, upgrades and testing, new computer deployment, and remote office support.