IT Operations & Service Coordination

Merit Technologies is a leading IT company in South Carolina that offers outsourced IT services and careers. They also have an outstanding reputation based on their industry-leading solutions and exceptional customer service. 
We are always interested in meeting new talent – that’s why our award-winning reputation as the top IT services company is spreading and growing. We have an impressive customer base, a solid pipeline of new business and a proven track-record of growth. 

The IT Operations & Service Coordinator is a central point of contact for managing client interactions, IT service requests, vendor relationships, procurement activities, and internal office operations. This role bridges technical service coordination with administrative, procurement, and operational tasks, ensuring a seamless experience for clients and internal teams. The ideal candidate will be organized, customer-focused, and skilled at managing multiple priorities while maintaining attention to detail.

Key Responsibilities

Main Line Communication Management

• Serve as the primary contact for all incoming calls to the main line queue.
• Answer, screen, and direct calls to the appropriate department or individual.
• Oversee call routing options and collaborate with management to improve inbound call processes.
• Ensure all callback requests include direct contact numbers.

MSP & Help Desk Triage

• Act as the first point of contact for incoming help desk calls.
• Create, update, and manage IT support tickets in the ticketing system.
• Assign and escalate tickets in collaboration with the engineering team.
• Proactively monitor ticket progress, ensuring accurate categorization, prioritization, and timely follow-up.
• Maintain detailed ticket notes for visibility across the IT team.
• Escalate unresolved or delayed issues to the Director of MSP.
• Process RMA requests and update product/service information in ConnectWise.
• Register deals in partner portals (e.g., 8x8, Sophos) for pricing.
• Add Microsoft 365 and Google subscriptions under tenant accounts.
• Create new prospects, clients, vendors, and products in ConnectWise.

Quoting & Procurement

• Prepare IT equipment and software quotes for clients based on engineering recommendations.
• Source pricing from distributors or preferred vendors and place orders.
• Track hardware deliveries and update purchase orders in ConnectWise.
• Establish and maintain strong relationships with IT vendors and partners.
• Maintain reseller agreements and partnerships.

Inventory Management

• Manage IT assets internally and for clients using Asset Panda.
• Conduct regular inventory audits for accuracy and readiness.

Pre-Projects & Statements of Work (SOWs)

• Review completed SOWs for accuracy prior to quoting.
• Obtain pricing for required hardware/software.
• Create opportunities and initiate quotes in ConnectWise Sell.
• Upload finalized SOWs to SharePoint, update related tickets, and notify assigned resources.
• Send quotes for client eSignatures upon request.

Project Support

• Assist in client onboarding and offboarding processes, including account setup/removal, subscription transfers, and procurement.
• Update assigned tickets throughout the project lifecycle.

Office Management

• Maintain office supplies, employee apparel inventory, and order as needed.
• Book employee travel arrangements.
• Receive deliveries and manage company vehicle maintenance and insurance.
• Obtain Certificates of Insurance (COIs) for clients upon request.
• Create and update Standard Operating Procedures (SOPs) and lead bi-annual reviews.

Qualifications

Required Skills & Experience

• Experience in IT service coordination, MSP operations, or technical administrative support.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Proficiency in ConnectWise, Microsoft 365, Google Workspace, and ticketing systems.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and attention to detail.

Preferred Skills

• Experience with IT procurement and vendor management.
• Familiarity with MSP partner portals (e.g., 8x8, Sophos).
• Knowledge of asset management systems such as Asset Panda.

We offer a competitive compensation and benefits package including, but not limited to the following:

• PTO
• Paid Holidays
• Health, Dental & Vision Insurance 
• Simple IRA
• More!
• Pay Range:  $48,000-$53,000 annually based on experience. 

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