IT Services Help Desk Service Coordinator

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
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