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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 Responsibilities
Support 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
Identity and Account Lifecycle Administration
- 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
General
- 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.
Required
- 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
Preferred
- 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
Work Environment and Reporting
- Hybrid schedule: onsite days cover equipment staging, imaging, shipping, and in-person support; remote days cover case work, account administration, and remote troubleshooting
- Extended periods of computer and telephone work, with occasional lifting of laptops, desktops, and peripherals weighing up to 25 pounds
- Occasional coverage outside standard business hours to support consultants across time zones
Supervision Exercised: None
Supervision Received: IT Technical Service Manager
For US job seekers:
Salary Information:
$22.36-$29.57 Hourly
Please contact [email protected] if you are interested in this position.
Oxford is an Equal Employment Opportunity Employer. All qualified applications will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Oxford will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. Oxford provides holiday pay, paid time off, medical, dental, vision, life and disability benefit plans, flexible spending accounts, health savings accounts, employee tuition reimbursement, student debt assistance and a 401(k) Retirement Savings Plan. Oxford is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
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