Service Coordinator

About the role

All Access InfoTech (AAIT) is a managed services provider supporting businesses across the Upper Valley with day-to-day IT support, security, and Microsoft 365 management. We're hiring a Service Coordinator to be the first point of contact for our clients and the person who keeps our service desk running on time.

You'll triage incoming requests, schedule and dispatch our technicians, track tickets against our service levels, and make sure clients always know where their issue stands. You don't need to be a technician, but you should enjoy technology, stay calm when the phones are busy, and take pride in keeping things organized.

What you'll do

• Answer client calls, emails, and portal requests, and create clear, complete tickets in Autotask
• Triage and prioritize tickets by urgency and impact, and route them to the right technician or team
• Schedule and dispatch onsite and remote work, balancing technician workloads and travel
• Monitor open tickets against SLAs and escalate anything at risk of missing its target
• Keep clients updated on ticket status, appointments, and next steps
• Coordinate with vendors and carriers (ISPs, phone providers, hardware suppliers) on client issues
• Look up client contacts, assets, and procedures in ITGlue, and flag documentation that's out of date
• Help with new user setups, offboarding requests, and recurring maintenance scheduling
• Run simple reports on ticket volume, aging, and SLA performance for the service manager

What we're looking for

Required

• 2+ years in customer service, dispatch, scheduling, front desk, or a similar role
• Clear, professional phone and email communication
• Strong organization and follow-through with many open items at once
• Comfort learning new software quickly
• High school diploma or equivalent
• Valid driver's license (for occasional errands or onsite support)

Preferred

• Experience at an MSP, IT help desk, or technical service company
• Hands-on time with a PSA or ticketing system such as Autotask, ConnectWise, or HaloPSA
• Familiarity with Microsoft 365, ITGlue, or remote management tools like Kaseya
• Basic troubleshooting knowledge (CompTIA A+ or similar is a plus, not a requirement)

Candidates with Autotask or prior MSP experience may start toward the top of the range.

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• Health insurance
• Paid time off

Experience:

• Organizational skills: 1 year (Required)

Ability to Commute:

• West Lebanon, NH 03784 (Required)

Ability to Relocate:

• West Lebanon, NH 03784: Relocate before starting work (Preferred)

Work Location: In person