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Key Responsibilities and Required Skills for Technical Support Coordinator

💰 $45,000 - $70,000

ITCustomer SupportOperations

🎯 Role Definition

The Technical Support Coordinator is the operational hub for a company's IT support delivery—coordinating incoming requests, triaging incidents, escalating complex issues to engineering or senior teams, and ensuring timely resolution within agreed Service Level Agreements (SLAs). This role blends hands-on troubleshooting across hardware and software environments with process orchestration, stakeholder communication, and knowledge management to continuously improve user experience and reduce repeat incidents. Ideal candidates are customer-focused, organized, and technically competent with experience using ticketing systems, remote support tools, and basic networking and systems administration concepts.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Desktop Support Technician
  • Customer Support Representative (technical or SaaS-focused)
  • IT Support Analyst / Service Desk Analyst

Advancement To:

  • Senior Technical Support Coordinator / Lead Support Coordinator
  • Service Desk Manager / Team Lead, IT Support
  • IT Operations Manager / Technical Program Manager

Lateral Moves:

  • Implementation Specialist / Onboarding Coordinator
  • Account Manager (technical accounts)
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Receive, log, categorize, prioritize, and route inbound technical support requests across phone, email, chat, and a centralized ticketing system (e.g., ServiceNow, Zendesk, Jira), ensuring accurate metadata and SLA targets are applied to every ticket.
  • Act as the initial escalation point for Tier 1 support cases, conducting first-contact troubleshooting for desktop, laptop, mobile, and peripheral hardware issues, and resolving or escalating according to runbooks and escalation matrices.
  • Provide technical troubleshooting and resolution for common software problems including Office 365/Microsoft 365, Windows, macOS, common business applications, and company-specific SaaS tools, documenting reproducible steps and resolution notes.
  • Manage user account lifecycle tasks in Active Directory/Azure AD and other identity platforms: create, disable, reset passwords, assign group memberships, and coordinate multi-factor authentication (MFA) enrollment and troubleshooting.
  • Perform remote support sessions using tools such as TeamViewer, Microsoft Remote Desktop, AnyDesk, or LogMeIn to diagnose and remediate end-user issues while maintaining security and privacy best practices.
  • Triage network connectivity incidents including Wi-Fi and VPN issues, escalate to networking teams when required, and provide guidance for temporary workarounds to minimize business disruption.
  • Coordinate cross-functional escalations to engineering, software development, security, or vendor support—preparing clear issue briefs, reproductions, screenshots, logs, and impact summaries to expedite resolution.
  • Monitor and manage SLAs and key operational metrics (MTTR, ticket backlog, first contact resolution), proactively escalating trends and risks to managers and recommending corrective actions.
  • Maintain and update knowledge base articles, standard operating procedures (SOPs), runbooks, and troubleshooting guides to standardize responses and enable faster resolution by the support team.
  • Schedule and coordinate on-site support visits or third-party vendor dispatch for warranty, hardware replacement, or onsite escalations; confirm service windows and follow up to ensure completion.
  • Manage hardware and software inventory workflows: receive, tag, provision, track, and decommission company assets; coordinate imaging, asset tagging, and secure disposal according to policy.
  • Support employee onboarding and offboarding processes by coordinating hardware provisioning, software access, permissions, and account deprovisioning to maintain security and audit compliance.
  • Review and validate incident and service request closures for quality and completeness, reopening tickets or initiating root‑cause reviews when resolutions are insufficient or recurrent.
  • Conduct trend analysis of support tickets and incidents to identify recurring issues, recommend escalations for product fixes, configuration changes, or training needs, and present findings to stakeholders.
  • Facilitate communication updates to end users during major incidents, outages, or planned maintenance—drafting status messages, estimated time to resolution, and post-incident summaries with remediation steps.
  • Administer and improve ticketing workflows, automated ticket routing rules, priority matrices, and escalations to align support capacity with business-critical systems and peak demand periods.
  • Assist with software deployment coordination and change management tasks, scheduling deployments, verifying pre- and post-deployment checks, and communicating impacts and rollback plans to affected users.
  • Execute basic diagnostic testing and preventative maintenance (e.g., drives, memory checks, firmware or OS patch verification), and escalate hardware failures with detailed diagnostics to vendors or engineering.
  • Interface with third-party vendors and managed service providers to coordinate support contracts, warranty claims, replacement parts, and vendor escalations—maintaining vendor SLA performance records.
  • Organize and deliver end-user training sessions or quick reference guides for common tools and processes, reducing repetitive support tickets through improved user proficiency.
  • Ensure compliance with IT policies, security procedures, and data privacy rules during all troubleshooting, maintenance, and access provisioning activities; escalate potential security incidents per established protocols.
  • Prepare weekly/monthly operational reports on ticket volume, SLA adherence, common incident categories, and customer satisfaction (CSAT) results to inform leadership decisions.
  • Participate in post-incident reviews and change review boards as required, capturing lessons learned and contributing to continuous improvement initiatives to reduce mean time to resolution and recurrence.
  • Act as a liaison between internal teams (HR, Facilities, Procurement) and IT to coordinate workplace technology needs tied to office moves, hybrid work setups, and equipment requests.

Secondary Functions

  • Proactively identify opportunities to automate repetitive support tasks using macros, templates, or ticketing automations and partner with IT automation resources to implement them.
  • Support ad-hoc operational data requests and root-cause analyses, preparing charts and summaries to highlight trends and resource bottlenecks.
  • Contribute to the organization's knowledge management strategy by reviewing article feedback, updating out-of-date procedures, and curating content for role-based learning paths.
  • Collaborate with business units to translate user impact into actionable IT priorities and contribute to the annual IT support roadmap.
  • Participate in sprint planning and agile ceremonies where the support organization integrates with product or engineering teams for backlog grooming and prioritization.
  • Assist in the validation and user acceptance testing (UAT) for application updates and internal tools to ensure release readiness from a support perspective.
  • Support procurement and budgeting activities for support tools, licenses, and hardware replacements by providing usage metrics and forecasted needs.
  • Maintain and audit asset and license records to support internal and external compliance audits and to ensure cost-effective asset utilization.
  • Lead small process improvement projects (e.g., onboarding funnel optimizations, asset tracking upgrades) from requirements to implementation, coordinating stakeholders and vendors.
  • Mentor or provide peer training to junior support staff and contractors, fostering consistent ticket handling and customer service behaviors.

Required Skills & Competencies

Hard Skills (Technical)

  • Expertise with enterprise ticketing and ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk (ticket triage, automation, SLA rules).
  • Hands-on experience supporting Windows 10/11 and macOS endpoints, including OS troubleshooting, patching, imaging, and driver management.
  • Proficiency with Microsoft 365/Office 365 administration for end-user support (Outlook, Teams, SharePoint access issues, licensing basics).
  • Directory services and identity management experience (Active Directory, Azure AD, group policies, account provisioning/deprovisioning).
  • Familiarity with remote support and screen sharing tools (TeamViewer, AnyDesk, Microsoft RD Web, Zoom remote control).
  • Basic networking knowledge: TCP/IP, DNS, DHCP, VPN troubleshooting, Wi-Fi connectivity triage, and the ability to capture and interpret basic network logs.
  • Experience managing hardware lifecycle: provisioning, imaging, asset tagging, warranty claims, and coordination with vendors for repairs or replacements.
  • Ability to create and maintain technical documentation and knowledge base articles with clear step-by-step procedures.
  • Working knowledge of endpoint security tools (anti-malware, EDR basics) and secure handling of potential security incidents during support.
  • Familiarity with SaaS application support flows and APIs for basic configuration and integration troubleshooting (e.g., SSO, SCIM).
  • Reporting and metrics skills: extracting, interpreting, and presenting support KPIs (ticket volume, MTTR, SLA compliance, CSAT).
  • Optional: Basic scripting or automation knowledge (PowerShell, shell scripting) for automating repetitive support tasks.

Soft Skills

  • Exceptional customer service orientation with empathy, patience, and the ability to de-escalate frustrated users while maintaining professionalism.
  • Strong written and verbal communication skills to prepare status updates, documentation, and cross-team escalation briefs.
  • Excellent organizational skills and time management—able to triage multiple requests and prioritize based on business impact and SLAs.
  • Problem-solving mindset with analytical thinking to perform root-cause analysis and propose durable fixes rather than quick workarounds.
  • Collaboration and stakeholder management skills to coordinate across internal teams (engineering, security, HR, facilities) and external vendors.
  • Adaptability and resilience in high-volume or rapidly changing environments, maintaining accuracy under pressure.
  • Attention to detail for accurate ticket documentation, asset records, and compliance-related activities.
  • Continuous improvement mindset: proactively seeks ways to streamline processes, reduce ticket churn, and improve knowledge sharing.
  • Coaching and mentoring ability to support junior staff and promote consistent service delivery standards.
  • Confidentiality and ethical judgment when handling sensitive user data and access privileges.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED with relevant technical certifications and 1–3 years of related experience.

Preferred Education:

  • Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Information Systems
  • Business Administration with IT focus
  • Technical Support or Help Desk certifications

Experience Requirements

Typical Experience Range:

  • 1–4 years of hands-on technical support or service desk experience in a corporate, MSP, or SaaS environment.

Preferred:

  • 3–5+ years supporting enterprise environments with experience in ticketing/ITSM platforms, identity management, and vendor coordination.
  • Certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified Fundamentals, ITIL Foundation, or ServiceNow Certified System Administrator are a plus.
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