IT Services Help Desk Service Coordinator / Level 1 Technician

NerdsToGo•Chicago, IL

23h•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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

Benefits

401(k)
Bonus based on performance
Dental insurance
Health insurance
Paid time off
Training & development
Vision insurance
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