IT Services Help Desk Service Coordinator / Level 1 Technician

NerdsToGo of Chicago Downtown, IL; Chicago (IL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k)

Bonus based on performance

Dental insurance

Health insurance

Paid time off

Training & development

Vision insurance

Job summary

A technology services company in Chicago is searching for a full-time Service Coordinator / Level 1 Technician. In this hybrid role, you will manage the service board, triaging tickets and providing first-touch technical support. The ideal candidate should have at least 2 years of IT support experience, exceptional organizational and communication skills, and familiarity with ticketing systems. The position offers various benefits including health insurance and a performance-based bonus.

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.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel).
• Valid driver's license and clean driving record.

Responsibilities

• Manage the service board, triaging incoming tickets and assigning work.
• Serve as the main point of contact for client inquiries.
• Monitor ticket aging and ensure proper documentation.
• Provide first-touch technical support for common issues.

Skills

IT support experience

Organizational skills

Communication skills

Ticketing systems familiarity

Windows and Mac OS troubleshooting

Microsoft 365 proficiency

Education

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

Tools

ConnectWise Manage

Job description

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