IT Support Coordinator (Chandler/Hybrid)

Oxford Global Resource•Chandler, AZ

1d•Hybrid

About The Position

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.

Requirements

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 Haves

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

Responsibilities

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
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
Create, modify, disable, and delete user accounts in Microsoft Entra ID (Azure Active Directory), Okta, and downstream business applications
Execute onboarding, transfer, and offboarding workflows on schedule, so access is ready on day one and revoked promptly at separation
Administer group membership, license assignment, and role-based access, following the principle of least privilege
Support Okta single sign-on and multi-factor authentication, including enrollment, factor resets, lockouts, and password resets
Document access changes and support periodic access reviews, audits, and compliance requests
Enter and correct data across multiple systems with care and accuracy, and stay current on system changes, updates, and new technologies.
Route non-technical inquiries, such as benefits or payroll questions, to the right department, and confirm the handoff.
Provide backup coverage for other members of the IT support team, and perform other duties as assigned.