Service Coordinator (Dispatcher / L1 Support)

CSI Tech is growing!CSI Tech is seeking an experienced Service Coordinator (Dispatcher / L1 Support) with proven MSP (Managed Service Provider) or TSP (Technology Service Provider) experience serving multiple clients simultaneously. Compensation is based on experience level.CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. We provide Managed IT Services exclusively to the SMB market. As a small business, we understand that the quality of our people defines the quality of our company.CSI Tech offers a positive environment, flexible scheduling, generous pay, paid time off, 401K matching, professional training, paid training materials, certifications, and excellent benefits.Our hiring process consists of:ApplicationVideo InterviewIn-Person InterviewFormal OfferJob ResponsibilitiesPerform ticket intake, triage, prioritization, and routing within the PSA systemMonitor and manage incoming monitoring alerts, validating and resolving when appropriateResolve basic help desk requests (L1 level support) that do not require client-facing troubleshootingCorrelate alerts with existing tickets and ensure proper documentation and trackingCreate and maintain accurate documentation, ticket notes, and time entriesEnsure all tickets are properly categorized, prioritized, and structuredCommunicate clearly with internal team members regarding ticket status and assignmentEscalate issues requiring direct client interaction or advanced technical workAssist with workstation setup and basic service preparation tasks as neededCandidate RequirementsMSP or TSP experience serving multiple clients simultaneously is requiredExperience in a help desk or service coordination/dispatch roleProven ability to handle Level 1 technical support tasksStrong understanding of computer systems, mobile devices, and common business technologyAbility to diagnose and resolve basic technical issues independentlyAbility to prioritize and make decisions with incomplete informationStrong attention to detail and adherence to processAbility to escalate appropriately when neededCollaborates and works well with othersStrong written communication skillsExperience working within a ticketing systemTechnical ExperienceHelp Desk L1 EquivalentWindows desktop environmentsBasic Active Directory administrationBackup monitoring and alert validationEndpoint alert triage and basic remediationMicrosoft 365, Entra ID, Exchange, SharePoint, OneDriveAdvancement and Growth PotentialOpportunity to participate in our Standards CommitteeOpportunity to participate in Centralized Services, overseeing all services delivered to clientsDevelop and maintain SOPs and internal documentationLearn and integrate new security technologiesParticipate in an on-call rotation (emergencies only), shared across the entire teamTech StackMicrosoft 365, Entra ID, Intune, Exchange, SharePoint, OneDriveKaseya / DattoAutotask, IT Glue, Datto Backup, SaaS Defense, SaaS Protect, Datto RMM, Datto EDR, Datto AV, SaaS Alerts, Dark Web ID, InkyPremier L2 Support / Escalation with Kaseya / DattoHPE / ArubaVMwareHyper-VWatchGuardMicrosoft Windows ServerMailhardenerLenovo Authorized Sales and Service PartnerBenefitsFlex-Time Agreement / Hybrid Position (In-office with 1 day WFH)Paid CertificationsCBT Nuggets SubscriptionRegular Employee Reviews401K MatchingProfessional TrainingMedicalVisionCell Phone StipendInternet StipendMileage ReimbursementLaptopCSI Tech ApparelStocked KitchenCostco Executive or Sam’s Club MembershipCompetitive Paid Time Off Policy