Service Coordinator (Dispatcher / Triage)

Job Description

Job Description

CSI Tech is growing!

CSI Tech is seeking an experienced Service Coordinator (Dispatcher /Triage) with proven MSP (Managed Service Provider) or TSP (Technology Service Provider) experience serving multiple clients simultaneously. Compensation is based on experience level and role.

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:

• Application
• Video Interview
• In-Person Interview
• Formal Offer

Job Responsibilities - Service Coordinator (Dispatcher / Triage)

• Perform ticket intake, triage, prioritization, and routing within the PSA system
• Monitor and manage incoming monitoring alerts, validating and resolving when appropriate
• Resolve basic help desk requests (L1 level support) that do not require client-facing troubleshooting
• Correlate alerts with existing tickets and ensure proper documentation and tracking
• Create and maintain accurate documentation, ticket notes, and time entries
• Ensure all tickets are properly categorized, prioritized, and structured
• Communicate clearly with internal team members regarding ticket status and assignment
• Escalate issues requiring direct client interaction or advanced technical work
• Assist with workstation setup and basic service preparation tasks as needed

Candidate Requirements

• MSP or TSP experience serving multiple clients simultaneously is required
• Experience in a help desk or service coordination/dispatch role
• Proven ability to handle Level 1 technical support tasks
• Strong understanding of computer systems, mobile devices, and common business technology
• Ability to diagnose and resolve basic technical issues independently
• Ability to prioritize and make decisions with incomplete information
• Strong attention to detail and adherence to process
• Ability to escalate appropriately when needed
• Collaborates and works well with others
• Strong written communication skills
• Strong verbal communication skills, including the ability to lead client conversations, gather critical details efficiently, and convey confidence and professionalism by phone
• Experience working within a ticketing system

Technical Experience

• Help Desk L1 Equivalent
  • Windows desktop environments
  • Basic Active Directory administration
  • Backup monitoring and alert validation
  • Endpoint alert triage and basic remediation
  • Microsoft 365, Entra ID, Exchange, SharePoint, OneDrive

Advancement and Growth Potential

• Opportunity to participate in our Standards Committee
• Opportunity to participate in Centralized Services, overseeing all services delivered to clients
• Develop and maintain SOPs and internal documentation
• Learn and integrate new security technologies
• Participate in an on-call rotation (emergencies only), shared across the entire team

Tech Stack

Microsoft 365, Entra ID, Intune, Exchange, SharePoint, OneDrive
Kaseya / Datto
Autotask, IT Glue, Datto Backup, SaaS Defense, SaaS Protect, Datto RMM, Datto EDR, Datto AV, SaaS Alerts, Dark Web ID, Inky
Premier L2 Support / Escalation with Kaseya / Datto
HPE / Aruba
VMware
Hyper-V
WatchGuard
Microsoft Windows Server
Mailhardener
Lenovo Authorized Sales and Service Partner

Benefits

Flex-Time Agreement / Hybrid Position (In-office with 1 day WFH)
Paid Certifications
CBT Nuggets Subscription
Regular Employee Reviews
401K Matching
Professional Training
Medical
Vision
Cell Phone Stipend
Internet Stipend
Mileage Reimbursement
Laptop
CSI Tech Apparel
Stocked Kitchen
Costco Executive or Sam’s Club Membership
Competitive Paid Time Off Policy

CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. Our company provides Managed IT support 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.

Company Description

CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. Our company provides Managed IT support 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.