Information Technology Operations and Support Coordinator

The Information Technology Operations and Support Coordinator supports day-to-day IT operations and end-user support across the organization. This role focuses on helpdesk coordination, user support, device lifecycle activities, onboarding and offboarding execution, on-site support at branch offices, and general IT operational hygiene. A strong customer service mindset, patience, and the ability to communicate clearly with non-technical users are critical to success in this role. The position will work closely with IT leadership and is intended to grow as the internal IT function scales.

RESPONSIBILITIES

• Coordinate IT helpdesk operations including ticket intake, triage, prioritization, documentation, and resolution
• Provide Tier 1 and Tier 2 end-user support for hardware, software, accounts, and access issues, with a focus on calm, respectful, and patient user interaction
• Support employee onboarding and offboarding including account setup, device provisioning, and access removal
• Coordinate device lifecycle activities such as setup, deployment, shipping, returns, and inventory tracking
• Maintain accurate asset and ticket records
• Assist with IT documentation, standard operating procedures, and internal knowledge base content
• Perform basic cleanup and maintenance activities such as stale accounts, devices, and access reviews
• Assist with endpoint hygiene and awareness, including familiarity with Microsoft Defender status and alerts
• Provide on-site support at branch offices, including workstation and desk setup, printer and peripheral installation, and basic network hardware and cabling work

REQUIRED EXPERIENCE, EDUCATION, SKILLS

• 2 to 5 years of experience in IT support, helpdesk, or IT operations roles
• Strong experience supporting Windows endpoints and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Demonstrated customer service skills and the ability to support users with varying technical skill levels
• Familiarity with ticketing systems and standard IT service workflows
• Hands-on on-site or deskside support experience, including workstation setup, peripherals, printers, and basic network hardware

  PREFERRED EXPERIENCE

• Experience in healthcare or other regulated environments
• Exposure to endpoint management or security tools such as Intune, MDM, RMM, or Microsoft Defender
• Experience supporting remote and distributed users
• Asset management or device lifecycle experience
• Structured cabling or low-voltage experience, including running and terminating network drops, patch panels, and switch or access point installation