Help Desk Technician​/Service Coordinator

Requirements

• We require a high school diploma or GED.
• We need strong customer service and communication abilities.
• We expect solid organizational skills and the ability to juggle multiple tasks.
• We require strong attention to detail and accurate recordkeeping.
• We need basic computer literacy.
• We require the ability to work both independently and collaboratively.
• We look for a professional presence and a positive attitude.
• We require a valid drivers license and dependable transportation.
• We prefer candidates with prior experience in customer service, dispatching, reception, call center, service coordination, or help desk settings.
• We prefer familiarity with Microsoft 365.
• We prefer experience with Connect Wise, Ninja One, or similar ticketing and remote management tools.
• We prefer a basic understanding of computer hardware, software, and networking concepts.
• We prefer candidates who are interested in building a career in information technology.
• We expect the ability to participate in on-call rotations.
• We require agreement to a background check.

Responsibilities:

• We serve as the first point of contact for clients requesting technical help.
• We answer inbound support calls and emails in a professional, courteous manner.
• We collect detailed information from customers about technical problems and service requests.
• We keep customers informed about ticket progress and appointment scheduling.
• We follow up with customers to confirm issues have been resolved and expectations are met.
• We create accurate, thorough service tickets.
• We monitor the support inbox and turn incoming requests into tickets.
• We schedule service visits and coordinate technician dispatch.
• We ensure tickets are properly documented, categorized, and assigned.
• We maintain precise records of customer interactions and support activity.
• We resolve routine support requests using established troubleshooting steps and ticket templates.
• We identify recurring service needs and common support trends.
• We recommend new ticket templates and standardized processes to improve efficiency.
• We help develop and maintain support workflows and documentation.
• We contribute to ongoing improvement efforts within the help desk team.

Company:

We are The Connect Group, a growing Montana technology company offering a great opportunity to build customer service, technical support, and service management skills while learning additional IT capabilities alongside experienced IT professionals. This is an in-person role with a pay range of $20.00 to $25.00 per hour. We also offer benefits including a 401(k), 401(k) matching, dental insurance, health insurance, paid time off, a retirement plan, and vision insurance.