Service Desk Coordinator

Chicago, IL (hybrid)
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Onward Technologies, Inc.

About Onward Technologies Inc.:

Empowering People and Businesses to Succeed
At Onward Technologies, we’re passionate about helping people and businesses reach their full potential. We believe that a comprehensive IT plan is not a luxury, but a necessity in today’s fast-paced business environment. Let’s work together to future-proof the  technology of SMBs.

Job Description


We are seeking a well-rounded candidate who is professional, extremely well organized and has excellent customer service skills.

The Service Desk Coordinator manages help desk professionals in their day-to-day activities of customer support and helps to create work schedules as well as keep the help desk tickets moving along to completion. The Service desk coordinator needs a wide variety of skills. Some technical, managerial, and some soft skills to be able to bridge the gap between our customers who need help and our techs who provide help. Strong communication skills to communicate complex technical information towards a non-technical audience. Must be a quick thinker and be able to multitask, as well as thrive in a fast-paced environment.

Essential Duties and Responsibilities:

  • Calendar Management and Scheduling
  • Answer, evaluate and prioritize service requests
  • Initial discovery on a problem to align the tech being assigned the best/fastest outcome
  • Some basic troubleshooting
  • Watch for ticket trends to determine possible system wide issues
  • Help with new client onboarding
  • Assist with maintaining and managing schedule changes
  • Serve as liaison between the customer and the tech/engineer
  • Some Project Management
  • Basic System Administration
  • Planning, organizing and communicating scheduled outages
  • Create KB articles to help the service team deal with re-occurring requests
  • Maintain and manage asset inventory of equipment
  • Delegating tasks to appropriate team members


    • Competitive salary and benefits
    • Rapidly growing company with great opportunities for career progression and personal growth
    • Endless opportunities to learn something new
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    Benefits & Perks:

    As Onward Technologies grows, so do the perks and benefits we offer our employees. Here are a few highlights, but a more comprehensive list will be provided during the interview process.

    Competitive Salary

    We offer our employees fair and considerate compensation as well as ensure regular salary reviews, and more.


    Medical, Dental, Vision

    We do not believe you should have to worry about your health costs. We offer full medical, dental, and vision, and some.


    Community Wellbeing

    Volunteer opportunities that enhance and serve the communities where Onward employees and clients live.

    Holiday & Paid Time Off (PTO)

    Time to recharge and the flexibility to live your life and get your best work done.

    Team Outings

    We provide opportunities for you to support and grow with your teammates.

    Professional Development

    However you want to develop professionally - we'll be sure to help you get there.