IT Services Help Desk Service Coordinator Level 1 Technician

Benefits:

401(k)

Bonus based on performance

Dental insurance

Health insurance

Paid time off

Training & development

Vision insurance

Company Overview

NerdsToGo is a technology services company providing computer repair, managed IT support, and help desk services for residential and small business customers. We deliver white-glove technical service with a focus on responsiveness, clear communication, and practical solutions that keep our clients' businesses running smoothly.

Job Summary

We are seeking a full-time Service Coordinator / Level 1 Technician to serve as the operational hub of our service delivery team. This is a hybrid role: your primary responsibility is managing the flow of our service board—triaging incoming tickets, assigning work to technicians, and ensuring nothing falls through the cracks. Your secondary responsibility is handling first-touch technical support for straightforward issues. This role is ideal for someone who is highly organized, communicates well with clients, and thrives on keeping a team running efficiently.

Primary Responsibilities — Dispatch & Coordination

Own the service board: conduct morning triage to review all open tickets, prioritize work, assign or reassign tickets, and identify SLA risks

Serve as the primary point of contact for incoming client calls, emails, and portal submissions—logging tickets, gathering initial information, and setting client expectations

Categorize and prioritize all new tickets by type, tier, and urgency, routing them to the appropriate technician based on skillset, workload, and availability

Monitor ticket aging throughout the day, following up with technicians on stalled or unupdated tickets to maintain accountability

Perform end-of-day board review to ensure all tickets are properly documented with notes, time entries, and status updates before close-out

Facilitate a brief daily standup with the technical team to review priorities, blockers, and the day's schedule

Escalate tickets appropriately when L1 resolution is not achieved within 15–20 minutes, providing clear context and troubleshooting steps already taken

Track and communicate scheduling for on-site appointments, ensuring technicians have the information they need before arriving

Secondary Responsibilities — L1 Technical Support

Provide first-touch resolution for common support requests including password resets, MFA issues, printer problems, basic Outlook/Microsoft 365 questions, and user account management

Perform basic PC and Mac troubleshooting, software installation, and maintenance tasks

Assist with Microsoft 365 administration including user setup, license assignment, and basic security configuration

Deliver clear, professional communication to clients throughout the resolution process

Document all troubleshooting steps, resolutions, and client communications in the ticketing system

Provide one-on-one guidance to clients on basic technology topics as needed

What Success Looks Like

Zero tickets sit unassigned for more than 15 minutes during business hours

SLA targets are consistently met or exceeded across the board

Technicians spend their time solving problems, not figuring out what to work on next

Clients experience a single, reliable point of contact when they reach out for help

The service board is clean, current, and accurate at the end of every day

Required Qualifications

2+ years of experience in IT support, help desk, or a service coordination role

Strong organizational skills with the ability to manage multiple priorities simultaneously

Excellent verbal and written communication skills—you'll be the voice of the company for many clients

Familiarity with ticketing systems (ConnectWise Manage experience is a strong plus)

Knowledge of Windows and Mac OS troubleshooting fundamentals

Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel)

Valid driver's license and clean driving record

Preferred Qualifications

Experience in an MSP or IT services environment

A+, Network+, or other relevant certifications

Familiarity with ConnectWise Manage, MSPbots, or similar PSA/dispatch tools

Experience with networking basics: routers, firewalls, TCP/IP, wireless access points

Associate's degree or higher in a technology-related field

Benefits

Competitive salary with growth path into a Service Manager or Operations Lead role

Health insurance, paid time off, and paid holidays

Hands-on experience with a growing technology services company

A collaborative, small-team environment where your contributions have a direct and visible impact

Ongoing training and professional development opportunities, including certification support

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Nerds To Go Corporate.