Tier 1 Service Desk Pod Coordinator

The Tier 1 Tech / Service Desk Pod Coordinator provides remote technical support for clients while coordinating the service desk pod's daily operations. This role involves hands-on troubleshooting and resolution of end-user issues across diverse computing environments and interaction with clients. The coordinator sets client expectations, manages ticket triage and workflow, and supports the Managed Services team to ensure timely, quality technical services aligned with company values of security, customer advocacy, and continual process improvement. 

C3 provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth.  C3 employees work independently as client consultants and collaborate with our exceptionally talented team of engineers to provide the best-in-breed IT support for our clients. 

The Service Desk Pod Coordinator, Tier 1, reports to the MSP Service Delivery Manager and is a part of the Managed Services Practice. 

Hours are Monday-Friday, 11am to 8pm ET or 8am to 5pm, and providing on-call/after hours, including weekends, when necessary.

What You'll Do:

• Provide Tier 1 technical support via phone, email, or (rarely) in-person across diverse client environments, with a focus on prompt, clear communication and accurate issue documentation. 
• Answer client questions regarding invoices and billing, resolving or escalating as needed. 
• Obtain a description of client problems or requests and determine appropriate actions. 
• Communicate service request details to the assigned technician. 
• Set and maintain client expectations during the troubleshooting process, communicating technical details in accessible terms. 
• Monitor service requests for aging beyond company-established time limits; follow up with assigned technicians, determine status, and take appropriate action (reassign, escalate, notify Service Manager, or update client arrival time). 
• Periodically generate reports from the service call tracking system for the Service Manager, including ad hoc reports as requested. 
• Contribute to documentation and process improvement. 
• Lead the service desk pod in daily operations, including team coordination, communications, and tracking performance metrics.
• Utilize company management tools, vendor applications, and remote management utilities to aid fast incident resolution. 
• Assist with system deployments, migrations, and IT initiatives supporting customer goals. 
• Log and triage all incoming service desk tickets, ensuring accurate record keeping. 
• Provide Tier 1 incident resolution, escalating to higher tiers if required. 
• Balance ticket assignments within the pod to meet SLA targets. 
• Facilitate a daily team briefing/huddle to review priorities and ticket backlogs. 
• Maintain ongoing communication with end users regarding ticket progress. 
• Document troubleshooting steps and resolutions consistently in the ticketing system. 
• Identify recurring or systemic issues and propose process or technical improvements. 
• Assist team members with escalated issues or questions. 
• Support management reporting by gathering relevant operational data. 

What You'll Bring

• Basic to intermediate knowledge of Windows 10/11 and Microsoft Office 365 in a commercial office environment. 
• Familiarity with computer hardware/OS and networking fundamentals. 
• Experience with cloud environments such as Azure AD, Office 365, and Endpoint Manager (Intune). 
• Proficient with monitoring and remote management software and tools. 
• 1 year of desktop support experience in a managed services environment  
• Strong problem-solving ability and task prioritization skills. 
• Effective communication, capable of translating technical issues to non-technical users. 
• Customer service-focused with a security-first mindset. 
• Ability to work independently and collaboratively in a team. 
• Excellent verbal and written communication. 
• Willingness to learn and adapt in a dynamic IT environment.
• Preferred Certifications:
  • CompTIA A+
  • Microsoft MCP 

What You'll Get

• To be a part of one of the fastest-growing companies in America, and a talented team to back you up
• An awesome culture, backed up by winning several Best Places to Work awards
• Remote work opportunities
• Medical, Dental, Vision Insurance
• Four Weeks of Paid Time Off (vacation & sick leave)
• Four weeks of Paid Maternity and Paternity leave
• Two days of Paid Volunteer Time
• 401(k) with 4% Company Match
• Company Bonus Structure
• Tuition Reimbursement
• Employer-sponsored Disability & Life Insurance
• Professional Development

This a remote US-based position with minimal travel. 

C3's Core Values:

Team Human: Respecting all humans is a critical part of who we are at C3. We practice integrity in all interactions, we empathize with others, we create a supportive work environment, and we support the communities in which we live and operate.

Security First: At the cornerstone of our business, we prioritize security above convenience, cost or efficiency. A “security-first” approach means we practice what we preach and we lead by example for our clients.

Be an Advocate: We are passionate in our advocacy for our customer’s success and a path to the best solution for their business. We embrace feedback, put ourselves in your shoes and advocate for your interests as our own.

Embrace Change: It's a practical necessity in an industry that never stands still. As a new entity born from the merger of two top-ranked CMMC-focused IT services companies, we're keenly aware that our success hinges on our ability to adapt - whether that means integrating new platforms, refining processes, or keeping pace with changing guidelines.

Resilience: Our ability to withstand adversity and accomplish objectives while maintaining professionalism and discipline is critical to successful crisis management and risk avoidance.