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

Compensation: $22.00 - $27.00 per hour


IT SERVICE PROFESSIONALS

NerdsToGo is dedicated to providing customers with fast, friendly, and knowledgeable Computer Service and Technology Solutions for a variety of devices. Our professional "Nerds" can help fix your Apple, Android, or Microsoft product, from cracked iPhones to slow or unresponsive laptops and everything in between.
JOIN OUR TEAM AT NERDSTOGO

At NerdsToGo, our technicians don't just "go to work." Our business model has created a culture of excellence where Nerds are given the opportunity to grow and profit from their skills, while offering a high-standard of professional service to each and every one of our many loyal customers. If you are ready for an opportunity to do what you love doing, have fun, and be part of one of the fastest growing companies in the industry, you've come to the right place.
NOW HIRING!

We're growing fast, so we're looking for skilled applicants to fill positions throughout the country. If computers, smartphones, and tablets "speak to" you, or if you're looking to expand your talents and start helping others with their IT problems, NerdsToGo may be the right fit for you.

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.