IT Support Coordinator (Chandler/Hybrid)
- Compensation
- Not disclosed
- Location
- Chandler, AZ
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- High school diploma or equivalent; an associate degree in information technology, or an equivalent combination of education and experience, is a plus
- Three to five years of experience in a help desk, service desk, or IT support role
- Hands-on experience administering user accounts in Microsoft Entra ID (Azure Active Directory) and Okta, including group, license, and multi-factor authentication management
- Experience working cases in a service desk or ITSM platform; Salesforce Service Cloud strongly preferred, ServiceNow, or Jira Service Management considered
- Working knowledge of Windows 11, macOS, and Microsoft 365 support and administration, including workstation imaging and configuration
- Experience troubleshooting laptop and desktop hardware, peripherals, printers, VPN connectivity, and remote access for distributed users
- Excellent verbal and written communication skills, with the ability to explain technical steps clearly to non-technical people and write documentation others can follow
- Strong analytical and problem-solving skills, close attention to detail, and the ability to manage several open cases at once without sacrificing accuracy
- Ability to maintain regular attendance and work all hours necessary or required
Nice to have
- Experience with Microsoft Intune or a comparable mobile device management platform
- A certification such as Okta Certified Professional, Microsoft Certified: Identity and Access Administrator Associate (SC-300), CompTIA A+, or ITIL Foundation
- Experience supporting a remote, field-based, or contingent workforce
- Familiarity with PowerShell scripting to automate account provisioning and reporting
- Experience building Salesforce reports, dashboards, or case queues, or supporting Avionte or another staffing platform
Full description
Join our team and experience how we lead with passion, positivity, and accountability to deliver the Right Talent. Right Now. We create an environment where you can think big, have fun and truly make a difference.
POSITION SUMMARY
The IT Support Coordinator is the first point of contact for technology support across our employees and the consultants we place in the field. This role owns the support case queue in Salesforce Service Cloud from intake through closure, coordinates laptop requests and endpoint troubleshooting, and manages the user account lifecycle in Microsoft Entra ID (Azure Active Directory) and Okta.
The Coordinator delivers Tier 1 support for laptops, desktops, peripherals, mobile devices, Microsoft 365, and our core business systems, with extensive phone, chat, and email contact with people at every level of the organization. Success in this role calls for sound judgment about when to resolve an issue and when to escalate it, and clear documentation of every resolution so the whole team can look back if needed and understand what occurred and what the solution was.
Key ResponsibilitiesSupport Case Coordination
- Serve as the first point of contact for support requests from employees and consultants, by phone, email, chat, in person, and through the Salesforce service desk portal
- Log, categorize, prioritize, and track each case in Salesforce Service Cloud through resolution, keeping records accurate and current
- Meet published service-level targets for first response and resolution, and communicate proactively whenever a case will take longer than expected
- Escalate urgent issues and cases beyond Tier 1 scope to the right engineering, application, or business team, and follow them through to closure
- Identify recurring issues, contribute resolution steps to our knowledge base, and review case metrics with the IT Technical Service Manager
Consultant Laptop and Endpoint Support
- Coordinate laptop requests for consultants and employees, from intake and approval through imaging, shipment, delivery confirmation, and return at the end of an assignment
- Install, configure, and maintain workstation operating systems, standard software builds, and client-required applications
- Maintain accurate hardware inventory and asset records, including equipment assignment, tracking, and recovery
- Troubleshoot laptop, desktop, peripheral, and printer hardware, and coordinate warranty repairs and vendor support cases
- Diagnose and resolve software issues across the operating system, Microsoft 365, VPN, and endpoint security agents, and support printing and device enrollment and compliance through Microsoft Intune
- Provide telephony support for desk phones, softphones, and mobile devices