Service Desk Coordinator

About the role

Location: Sioux Falls, SD

Company: PREMIER Bankcard

About the Role

Provide first-level technical support and user access administration for enterprise systems. Responsible for triaging incoming support requests, resolving common issues, managing user account provisioning, and escalating complex problems. Handles support via Freshservice, phone, and email, and participates in an on-call rotation to ensure 24/7 coverage for critical incidents.

Job Duties and Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

• Respond to and triage Level 1 support tickets submitted via Freshservice, phone, and email.
• Provide technical support for desktop, mobile, and Microsoft 365 applications.
• Provision, modify, and deactivate user accounts in Active Directory, Microsoft 365, and other systems.
• Manage access requests, group memberships, and MFA configurations.
• Escalate unresolved issues to Level 2 support or application teams.
• Document support activities and contribute to the IT knowledge base.
• Communicate service impacts and updates to end users.
• Participate in an on-call rotation for after-hours support and incident response.
• Support onboarding and offboarding processes in coordination with HR and IT teams.
• Ensure compliance with access control policies and IT security standards.

Skills and Qualifications

• Demonstrated ability to use M365 applications with ease; quickly adapts to new technologies.
• Exceptional verbal and written communication skills with strong command of English language.
• Proven ability to concentrate, work independently, and maintain productivity with minimal supervision.
• Strong problem-solving skills with a keen eye for detail and accuracy in task execution.
• Quick to learn, flexible in dynamic environments and capable of managing stress while upholding organizational values and policies.
• Associate's degree or 2+ years' related experience and/or training; or equivalent combination of education and experience, required.
• Basic knowledge of Active Directory, Microsoft 365, and Windows OS, required.
• Strong communication, customer service, and documentation skills, required.
• Familiarity with Freshservice or similar ITSM platforms, preferred.
• CompTIA A+ or Microsoft 365 Fundamentals certification, preferred.
• Experience with identity platforms (e.g., Azure AD, Okta), preferred.
• Exposure to ITIL practices and service desk workflows, preferred.

Competitive Benefits Package

• Full medical benefits when working 20+ hours per week
• Traditional and High Deductible health plan options available
• FREE dental and vision coverage
• Generous Paid Time Off plans
• 401(k) - dollar-for-dollar match up to 5% of total compensation
• Special discounts and offers for events at the Denny Sanford PREMIER Center
• PREMIER Wellness Program
• Paid Community Volunteer Hours - PREMIER averages 30,000 hours per year
• Fun Employee Parties