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Service Coordinator (IT Service Desk / Dispatcher)

Position Overview

The Service Coordinator is a central member of our Services Team and is often the first point of contact for clients requesting IT support. This position receives and triages incoming support requests, coordinates technician schedules, monitors ticket queues and Service Level Agreements (SLAs), and keeps clients informed throughout the support process. This is an excellent opportunity for someone with strong customer service and organizational skills who is interested in starting or growing a career in IT. While this is not primarily a hands-on technical support position, you will work closely with IT professionals and gain significant exposure to MSP operations and business technology.

At CR-T, this role lives at the intersection of two of our core values — We Care and WOW with Service. You're the calm, organized voice clients hear when something's not working, and the person our technicians count on to keep the day running smoothly.

Why CR-T

CR-T is a local, established IT managed services provider in American Fork — big enough to offer real career paths and steady, varied work, small enough that you're not just a number. We're built around three core values: WOW with Service, We Care and Be Curious — and they show up in how we treat clients and each other, not just on a poster in the breakroom. We invest in our people through 401(k) matching, profit sharing, and genuine room to grow — many of our current technicians and team leads started in entry-level roles. If you're looking for a place where good work gets noticed and there's a clear path forward, this is it.

Key Responsibilities

• Receive IT support requests by phone and email and create accurate tickets in ConnectWise (our PSA).
• Perform initial ticket triage by gathering information and assessing urgency and business impact.
• Assign and dispatch tickets to the appropriate technician based on priority, skill set, availability, and SLA requirements.
• Monitor ticket queues, technician schedules, aging tickets, and SLA commitments to ensure requests are addressed promptly.
• Coordinate scheduling between clients and technicians for remote and onsite support.
• Keep clients informed of ticket status, scheduling, delays, and next steps.
• Maintain accurate, detailed ticket documentation and follow up when additional information or action is needed.
• Identify and escalate tickets that are at risk of missing SLAs, require additional resources, or involve client concerns.
• Work closely with technicians and TAMs (technical account managers) to provide an excellent client experience.

Skills & Qualifications

• Strong customer service and professional communication skills.
• Excellent organization, attention to detail, and ability to manage multiple priorities.
• Comfortable using computers and learning new software and technology — we love people who Be Curious and aren't afraid to ask questions or dig into something new.
• Ability to listen to technical problems, ask appropriate questions, and clearly document information.
• Sound judgment and ability to distinguish between urgency and business impact.
• Dependable, self-motivated, and able to work effectively in a fast-paced team environment.
• Previous customer service, phone support, scheduling, dispatching, or administrative experience.
• Genuine interest in technology and developing a career in IT.

Preferred, but Not Required

• Previous MSP, help desk, or IT support exposure.
• Familiarity with ConnectWise or another ticketing/PSA system.
• Familiarity with Windows, Microsoft 365, networking, MFA, VPNs, Active Directory/Entra ID, or other common IT concepts.
• IT coursework, certifications such as CompTIA A+, or personal hands-on technology experience.

Career Growth

This position provides exposure to IT support, service management, and MSP operations. For employees interested in developing their technical skills, there may be opportunities to grow into Help Desk, Service Desk Technician, or other Services Team roles as skills, experience, and business needs develop. Curiosity gets noticed here.

Benefits

• 10 Paid Holidays
• Paid Time Off
• Cell Phone Reimbursement
• Employee Health Insurance
• 401(k) with CR-T contribution
• Profit Sharing
• Gym Membership Reimbursement

Who We're Looking For

We're looking for someone who is organized, dependable, customer-focused, and technically curious. You don't need years of IT experience — we're interested in someone who enjoys helping people, can keep track of multiple priorities, and wants to learn and grow within the IT industry.

If CR-T sounds like a place you'd want to grow your career, we'd love to hear from you.

Equal Opportunity Employer

Calculated Research & Technology, Inc. is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other status protected by applicable federal, state, or local law.