IT Operations Coordinator

PILOT CORP OF AMERICA•Jacksonville, FL

7d•Onsite

About The Position

This role coordinates IT service desk triage by prioritizing, routing, and tracking support requests to ensure timely resolution. The IT Operations Coordinator collaborates with external auditors and internal stakeholders to maintain adherence to security protocols, regulations, and guidelines. Key responsibilities include performing new user account setup and provisioning, resolving day-to-day technical issues (including hardware and peripheral support like printers), and managing printer supplies. The position also involves administrative duties such as maintaining records, preparing documentation, coordinating schedules, and supporting departmental operations.

Requirements

Bachelor’s degree
Up to five years related experience in an IT environment
Strong verbal and written communication skills
Ability to work effectively with other departments daily
Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals
A high degree of accuracy, organization, and attention to detail

Responsibilities

Coordinate daily IT service desk operations, ensuring efficient intake and handling support requests.
Triage incoming tickets by assessing priority, impact, and urgency, and assign to appropriate technical resources.
Monitor ticket queues to ensure timely response and resolution in accordance with service level expectations (SLAs).
Assist with onboarding activities, including new user account setup, access provisioning, and equipment coordination.
Provide basic troubleshooting support for common technical issues (e.g., printers, hardware, and standard applications).
Maintain and update service desk procedures, knowledge base articles, and support documentation.
Serve as the primary liaison between auditors and the IT department, facilitating the audit process by providing necessary materials and information such as policies, procedures, security data, and statistical information.
Analyze IT processes, systems, and programs to evaluate control effectiveness and mitigate departmental and compliance risks.
Organize and manage audit-related documentation to ensure the achievement of significant control objectives during a pre-audit process.
Maintain regular communication with supervisors throughout the audit, facilitating updates as needed.
Ensure accurate and up-to-date security measures for new hires, terminations, and transfers.
Create and keep a record of purchase orders and payment vouchers to ensure timely payment of vendor expenses and payment dates.
Reconcile statements for IT-related credit card purchases with the Finance Department.
Create and maintain IBMi user profiles and grant internet options permissions.
Update item master with approved product cost and attribute information.
Manage leased Ricoh and Xerox printers/copiers for all departments, serving as liaison to vendors.
Assist Senior Director Information Technology with administrative support and special projects.
Provide support for various department projects and ad hoc requests as needed.
Coordinate planning and support for internal meetings and team events.
Maintain and update department contact lists and calendar.
Help maintain schedules and prepare and send meeting requests.
Organize and maintain physical and online filing system for reports, data, and IT materials.
Maintain and update team Standard Operating Procedures (SOPs) across areas of responsibility.