IT Services Help Desk Service Coordinator / Level 1 Technician

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 401(k) Bonus based on performance Dental insurance Health insurance Paid time off Training & development Vision insurance #J-18808-Ljbffr NerdsToGo of Chicago Downtown, IL