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Service Desk & Technical Support Coordinator - Overnight
- Location: Chanhassen, MN (Onsite for 2-3 weeks of daytime training, then primarily remote)
- Schedule: Monday-Friday, 6pm-3am or 7pm-4am
- Compensation: $22-$26/hour
- Employment Type: Contract-to-Hire
- Growth Opportunity: Strong potential for long-term employment and career advancement within the organization
Position Overview
We are seeking a customer-focused Service Desk & Technical Support Coordinator to support technology service operations. This role serves as the central point of communication between customers, field technicians, and internal teams, ensuring service requests are accurately documented, properly assigned, and successfully completed.
The ideal candidate combines strong customer service skills with foundational technical knowledge, particularly in networking, cabling, and technology environments. This person must be comfortable reviewing technical documentation, communicating with technicians in the field, and helping drive service requests from initial intake through resolution and billing.
Key Responsibilities
Service Request Management
- Receive, review, and prioritize incoming customer support requests.
- Create and maintain detailed service tickets and work orders within company systems.
- Monitor requests throughout the service lifecycle to ensure timely completion and adherence to service expectations.
- Communicate status updates, delays, and resolutions to customers in a professional and proactive manner.
- Escalate issues as needed and ensure critical requests receive appropriate attention.
Technician & Resource Coordination
- Schedule and dispatch field technicians for service activities across customer locations.
- Serve as a liaison between customers and technicians to resolve scheduling, access, and service-related challenges.
- Review work orders with technicians to ensure scope, requirements, and expectations are clearly understood.
- Assist technicians in interpreting technical documentation and installation or troubleshooting procedures when needed.
- Coordinate materials, equipment, and third-party resources required to support service delivery.
Technical Support & Documentation
- Review service requests involving networking, structured cabling, point-of-sale systems, and related technology.
- Validate that work orders contain complete and accurate technical information before dispatch.
- Understand basic networking concepts, cabling infrastructure, and device connectivity to support field teams and customers.
- Analyze technician notes, photos, and documentation to help identify potential issues and ensure proper execution.
- Support resolution efforts by helping bridge communication between technical and non-technical stakeholders.
Customer Communication
- Draft clear, professional customer communications regarding project updates, delays, technician arrival times, and issue resolution.
- Maintain a high level of customer satisfaction through responsive service and effective problem-solving.
- Manage both customer concerns and technician-related challenges with professionalism and attention to detail.
- Build productive working relationships with customers, field personnel, and internal teams.
Financial & Administrative Support
- Review completed work orders for accuracy and completeness.
- Assist with billing preparation, invoicing requirements, and work order closeout activities.
- Verify vendor documentation, charges, and related project records.
- Maintain organized records and ensure information is accurately captured within company systems.
- Support additional operational and administrative tasks as assigned.
Qualifications
Required
- 1+ years of experience in customer service, service coordination, dispatching, help desk support, or a related operational role.
- Must have either technical support experience or IT and networking education.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent organizational skills and attention to detail.
- Customer-focused approach with the ability to professionally handle complex situations.
Preferred
- Technical education, certifications, or coursework related to Information Technology, Networking, Telecommunications, or Infrastructure Support.
- Foundational understanding of networking concepts, structured cabling, network devices, and connectivity troubleshooting.
- Exposure to Network+, BICSI, or similar industry training.
- Experience using Salesforce or comparable CRM/service management platforms.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
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