Dedicated Technology Coordinator (DTC)

Description

Work Environment: Primarily onsite at multiple client locations throughout the Greater Indianapolis area, with occasional hours at the MSS office in Carmel, IN. The position requires regular travel between client sites, potentially multiple times during the same workday, while maintaining close coordination with MSS's remote technical teams.

Our client - Managed System Solutions (MSS) is looking for a personable, organized, and proactive Dedicated Technology Coordinator (DTC) to serve as the primary point of contact between MSS and its clients. The DTC will support multiple client locations, providing onsite technical assistance, coordinating IT support services, and maintaining strong client relationships.

The ideal candidate will have a strong foundation in IT support, excellent communication skills, and the ability to troubleshoot common technical issues independently. While MSS has a dedicated technical team for advanced troubleshooting and escalations, the DTC should be comfortable providing first-level technical support, assessing technical issues, and coordinating resolutions with remote technicians. This position requires a combination of technical knowledge, client relationship management, organizational skills, and a strong sense of ownership. The DTC will serve as a trusted, accessible technology resource for clients, ensuring their concerns are addressed, support requests are managed effectively, and issues are followed through to resolution.

• Serve as the primary liaison between MSS and assigned clients.
• Build strong working relationships with client management and employees.
• Understand client technology needs, concerns, and business priorities.
• Provide regular updates on outstanding IT issues and ongoing activities.
• Represent MSS professionally during onsite visits and client meetings.
• Manage relationships and technology support needs across multiple assigned client accounts.
• Coordinate onsite schedules and prioritize client visits based on business needs, service requests, and operational requirements.

• Provide first-level technical support for common hardware, software, network, and peripheral issues.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, printers, and common business applications.
• Assist with basic network connectivity troubleshooting, including Wi-Fi, Ethernet, VPN, and internet connectivity issues.
• Perform basic user account administration, password resets, and access management in Microsoft 365 and Windows environments, as authorized.
• Assist with workstation setup, software installations, configuration, and equipment replacement.
• Support employee onboarding and offboarding, including device preparation, account coordination, and access verification.
• Diagnose and document technical issues, perform initial troubleshooting, and escalate complex problems to the MSS technical team.
• Work with remote Help Desk technicians to facilitate troubleshooting and provide onsite assistance when physical access is required.
• Follow established IT security practices, including multifactor authentication, endpoint protection, and secure access procedures.
• Maintain accurate technical documentation of troubleshooting steps, resolutions, and system configurations.

• Work closely with the MSS Help Desk to ensure client support requests are addressed promptly.
• Monitor open support tickets and follow up until issues are resolved.
• Coordinate with technical resources when additional troubleshooting or escalation is required.
• Keep clients informed of progress, especially during service disruptions.
• Identify recurring issues and work with the technical team toward long-term solutions.

• Be the designated MSS representative at client locations.
• Assist employees with reporting and communicating technology issues.
• Assist with hardware deployments, equipment replacements, and technology-related activities.
• Coordinate onsite support visits and third-party vendors when needed.
• Proactively identify technology concerns and communicate them to the appropriate team.

• Maintain accurate records of client IT assets, equipment assignments, and inventory.
• Document support activities, recurring issues, and resolutions.
• Keep onboarding/offboarding checklists and client technology documentation current.
• Track outstanding requests and ensure timely follow-up.
• Help improve internal processes and documentation.

• Take ownership of the client experience and ensure requests don't fall through the cracks.
• Coordinate effectively between clients, MSS management, and technical personnel.
• Identify opportunities to improve service quality and efficiency.
• Provide periodic updates on support activities, outstanding issues, and client needs.

Required Technical Skills & Qualifications

• Working knowledge of Windows 11 operating systems, including installation, configuration, troubleshooting, and user account management.
• Familiarity with Microsoft 365 applications and basic administration, including Outlook, Teams, OneDrive, and user account management.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting.
• Ability to diagnose and resolve common hardware, software, printer, and peripheral issues.
• Experience setting up and configuring computers, installing software, and connecting devices to business networks.
• Familiarity with basic IT security practices, including multifactor authentication, antivirus/endpoint protection, and password management.
• Ability to use remote support tools and IT ticketing systems to document and track technical issues.
• Ability to distinguish between issues that can be resolved independently and those requiring escalation.
• Strong troubleshooting, analytical, and problem-solving skills.

• Excellent verbal and written communication skills, with the ability to explain technical issues to nontechnical users.
• Strong customer service and relationship management skills.
• Excellent organizational, time-management, and multitasking abilities.
• Ability to independently prioritize tasks, manage competing requests, and follow through on commitments.
• Strong interpersonal skills and the ability to interact professionally with employees, management, and executives.
• Ability to coordinate effectively with remote technical teams and external vendors.
• Strong sense of accountability, ownership, and attention to detail.
• Ability to work independently at client locations while maintaining regular communication with MSS management.
• Ability to adapt quickly to different client environments, workplace cultures, and technology systems.
• Must have reliable personal transportation and a valid driver's license, with the ability to travel between multiple client locations throughout the Greater Indianapolis area, including visits to multiple client sites within the same workday.

• High school diploma or equivalent required; associate degree or technical training in IT preferred.
• 1–2 years of hands-on experience in IT support, desktop support, Help Desk, or a related technical role required. Experience in a client-facing IT support position preferred.
• CompTIA A+, Network+, Microsoft certifications, or equivalent hands-on technical experience preferred.
• Experience working in a Managed Service Provider (MSP) environment is a plus.