Technical Support Coordinator

Job Title: Technical Support Coordinator

Monthly Pay: $4,696 - $6,903 USD per month

Summary:

Working in an IT help desk such as Jira Service Management and a scheduling and calendar such as Google Calendar, the Technical Support Coordinator organizes technical support requests and follow-through. The role keeps reported computer, application, and account-access issues moving to the right support resource so employees can resume their work. It sits within the IT support team, works under an IT support team lead, and collaborates with employees, support technicians, and application administrators. This fully remote position allows you to work from home in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming tickets, emails, and scheduled support requests in an IT help desk such as Jira Service Management, organizing each item for review.
• Check each request for the affected application, reported symptoms, business impact, contact information, and troubleshooting already attempted before assigning the next action.
• Categorize requests, identify duplicate reports, and set initial priorities using established support guidelines rather than making unsupported technical assumptions.
• Route requests to appropriate support technicians or application administrators, confirming ownership and highlighting missing details that could delay a response.
• Coordinate remote support appointments through a scheduling and calendar such as Google Calendar, confirming employee availability and the assigned technician's participation.
• Share approved self-service instructions for routine issues, clarify the employee's response, and arrange technician assistance when instructions do not resolve the request.
• Update ticket notes with employee responses, assignment changes, appointment outcomes, and next steps so colleagues can understand progress without repeating questions.
• Follow up on outstanding requests and missed updates, escalating urgent interruptions, unclear ownership, or stalled resolutions to the IT support team lead.
• Track request status and recurring issue categories in a spreadsheets and data entry tool such as Google Sheets, preparing concise summaries for team review.
• Confirm resolution with the employee before closing requests; quality is judged by accurate routing, timely turnaround, complete notes, and consistent follow-up.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of experience in technical support coordination, service desk administration, or a related support role preferred.
• Familiarity with incident management, service requests, priority assessment, and basic ITIL concepts used to organize support work.
• Ability to use an IT help desk such as Jira Service Management to assign requests, maintain status updates, and track ownership.
• Comfort using a scheduling and calendar such as Google Calendar and a spreadsheets and data entry tool such as Google Sheets for coordination and reporting.
• Clear written and verbal communication, including explaining next steps, asking focused questions, and maintaining calm interactions during service interruptions.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Ohio, with responsibilities performed entirely online.
• Structured onboarding and training on systems such as Jira Service Management, Google Calendar, and Google Sheets, including request-routing and follow-up procedures.
• Regular check-ins with the team lead to review priorities, discuss difficult handoffs, and receive practical feedback.
• Opportunities to build incident coordination, support reporting, prioritization, and cross-team communication skills through everyday work.