Service Desk Coordinator

Position: SERVICE DESK COORDINATOR
Summary The Service Desk Coordinator supports the incident response and service request function by coordinating the intake, execution, and closure of service work orders. Working as part of a team, this role ensures service requests are documented correctly, resourced appropriately, and completed in accordance with customer agreements, company standards, and service level expectations.

Key Responsibilities Administration Receive  and acknowledge service requests from clients

Ensure all service requests are accurately created, documented, and maintained in the FSL system

Schedule service requests in alignment with client expectations and agreed service levels

Publish work orders to required systems with complete and accurate documentation

Resource Coordination Assign technicians and support resources to Service Desk work orders

Coordinate Level 1 and Level 2 support activities

Purchase client-approved materials required to fulfill service requests

Monitor and coordinate delivery of equipment and materials

Client Service & Communication Manage service requests throughout the lifecycle of each service event

Communicate clearly with clients regarding status, changes, and resolution

Support problem resolution efforts to ensure customer satisfaction

Closure & Financial Readiness Ensure service work orders are completed in accordance with customer agreements and standard practices

Confirm vendor contracts are closed and invoices are received and applied to work orders

Review costs and pricing to prepare completed work orders for invoicing

Other duties as assigned

Key Competencies Critical thinking and problem-solving

Planning and organization

Strong communication skills

Attention to detail

Adaptability and resilience

Teamwork and collaboration

Reliability and accountability

Education and Experience Required High  school diploma or equivalent with relevant work experience1–3 years of experience in project coordination, customer service, or administrative support

Preferred

Associate or Bachelor’s degree in Business or related field

Experience supporting project teams or service delivery environments

Technical or POS-related experience

Work Environment This job operates in a professional office or remote environment and routinely uses standard office equipment such as computers, phones, and collaboration tools.

Physical Demands This is a largely sedentary role requiring extended periods of sitting and computer use, with occasional standing or walking. Normal vision (with or without corrective lenses) and the ability to communicate effectively are required. Continually required to talk and hear.

Position Type and Expected Hours of Work This is a full-time position. Normal business hours are Monday through Friday from 7:00am – 7:00pm and shifts will vary. As an exempt position, additional time is often required during the evenings and weekends to complete job duties.

Travel No travel is expected for this position.

Benefits Eligible employees can elect a full line of benefits including Medical and Dental Insurance through BC/BS (100% of the employee rate and 50% of dependent rate paid by the company), company paid Long Term Disability and Life Insurance, Voluntary Vision and Short-Term Disability Insurance, PTO, Holiday Pay, and a generous 401K plan.

RETAIL TECH INC. IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY UPON EMPLOYMENT
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