IT Operation Coordinator

Utah Legal Services; Salt Lake City (UT); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Utah Legal Services in Salt Lake City seeks an IT Operations Coordinator to support staff, offices, and technology across locations and remote work. You will act as the liaison with the external IT provider and manage hardware, accounts, and documentation.

You will handle onboarding/offboarding, device management, and technology projects, emphasizing customer service and clear communication to help employees use technology confidently.

Qualifications

• Associate degree in Information Technology, Computer Science, Business Administration, or a related field; equivalent combination of education and experience may be considered.
• 2+ years experience providing technology support, IT coordination, or technology operations.
• Working knowledge of common office technology, including Windows computers, Microsoft 365 applications, videoconferencing platforms, printers, and related equipment.
• Exceptional customer service and interpersonal skills and ability to communicate technical concepts in clear, non-technical language.
• Strong organizational skills and attention to detail, particularly in tracking equipment, requests, deadlines, and records.
• Ability to troubleshoot basic problems and recognize when an issue requires escalation.
• Experience working in a nonprofit, legal services, healthcare, or mission-driven organization preferred.

Responsibilities

• Provide frontline technology support to staff across multiple office locations and remote environments.
• Coordinate help desk requests and serve as an escalation point for employee technology needs.
• Troubleshoot hardware, software, mobile devices, printers, and VPN connectivity issues.
• Install, configure, and maintain employee workstations, peripherals, and related equipment.
• Coordinate resolution of technology issues and monitor service levels with the external IT provider.
• Assist with planning, implementation, and maintenance of technology systems and infrastructure.

Skills

Customer service

Problem solving

Communication

Organization

Troubleshooting

IT support

Windows

Microsoft 365

VPN

Teams

SharePoint

Power Automate

Airtable

Education

Associate degree or equivalent in IT/CS/BA

Tools

Teams

SharePoint

Outlook

Planner

Power Automate

Airtable

Job description

Position Summary

The IT Operations Coordinator is a people-centered technology role responsible for supporting the organization's staff, offices, and technology operations. This position serves as the primary liaison between employees and as a liaison for the organization's co-managed IT service provider, supporting the daily technology needs and ensuring that equipment, support requests, meetings, records, and routine technology processes are handled promptly, consistently, and effectively across multiple office locations and remote work environments.

The IT Operations Coordinator is an operational, non-management position that maintains technology onboarding and offboarding, user support, technology assets, meeting and conference technology, and technology projects. The ideal candidate excels at customer service, communication, problem-solving, and helping employees use technology confidently and effectively while balancing day-to-day support with organization-wide technology planning and decision-making.

Key Accountabilities

Staff and User Support

• Receive, document, and respond with professional technology support to staff across multiple office locations and remote work environments.
• Coordinate help desk requests and serve as an escalation point for employee technology needs.
• Troubleshoot hardware, software, mobile device, printer, and VPN connectivity issues.
• Install, configure, and maintain employee workstations, peripherals, and related technology equipment.
• Identify urgent, widespread, or complex problems and identify escalation to the external IT provider.
• Identify recurring concerns and communicate them to the external IT provider and to ULS leadership.

Technology Operations

• Coordinate resolution of technology issues and monitor service levels to ensure timely and effective support.
• Assist with planning, implementation, and maintenance of technology systems and infrastructure in coordination with external IT providers.
• Support technology-related projects, software implementations, equipment upgrades, and system improvements.
• Assist with technology needs for the opening of a Logan office in 2027.
• Run established reports and routine data exports from approved ULS systems.
• Assist staff with standard reports and extend data, access, or configuration problems requiring specialized assistance.
• Maintain technology records, checklists, instructions, vendor information, and routine process documentation.
• Coordinate onsite visits, equipment deliveries, installations, repairs, and other services with the external IT provider and vendors.
• Assist with tracking technology purchases, licenses, renewals, warranties, contracts, and invoices.
• Gather information needed for technology planning, budgeting, grants, audits, insurance, and organizational reporting.

Technology Administration

• Tag, track, collect, store, inspect, and distribute computers, laptops, phones, monitors, mobile devices, printers, audiovisual equipment, accessories, and other technology equipment.
• Coordinate technology onboarding, role changes, and offboarding activities for employees, interns, and volunteers using established procedures with Human Resources, and the external IT provider.
• Prepare and deploy computers, mobile devices, hotspots, user accounts, and technology access.
• Maintain accurate records of equipment assignments, locations, condition, serial numbers, warranties, repairs, and replacement needs.
• Assist with maintaining user permissions and coordinate access management with the IT service provider, including preparing equipment and confirming that approved accounts, access, and applications are ready.
• Coordinate equipment repair, replacement, warranty service, return, and approved disposal.
• Assist with periodic physical inventories and reconciliation of equipment records.

Security & Compliance

• Collaborate with the managed IT provider to support cybersecurity initiatives and organizational security practices.
• Assist with maintaining secure user access, device management, and technology policies, including distributing technology and cybersecurity guidance developed by ULS, the external provider, or other vendors.
• Promptly report suspected security incidents, unauthorized access, lost equipment, phishing attempts, and other concerns.
• Support security audits, technology assessments, and compliance activities as needed.
• Promote staff awareness of cybersecurity best practices.

Other Duties

• Set up and test technology such as computers, displays, connections, videoconferencing equipment, presentation software, and other technology, and provide support for staff meetings, trainings, webinars, board meetings, and special events.
• Ensure conference room technology, audiovisual systems, and virtual meeting platforms function effectively.
• Attend staff meetings, trainings, and professional development activities.
• Participate in organizational initiatives and cross-functional projects.
• Perform other related duties as assigned.

Qualifications

• Associate degree in Information Technology, Computer Science, Business Administration, or a related field; equivalent combination of education and experience may be considered.
• 2+ years experience providing technology support, IT coordination, or technology operations.
• Working knowledge of common office technology, including Windows computers, Microsoft 365 applications, videoconferencing platforms, printers, and related equipment.
• Exceptional customer service and interpersonal skills. And ability to communicate technical concepts in clear, non-technical language.
• Strong organizational skills and attention to detail, particularly in tracking equipment, requests, deadlines, and records.
• Ability to troubleshoot basic problems and recognize when an issue requires escalation.
• Ability to handle confidential and sensitive information appropriately.
• Experience working in a nonprofit, legal services, healthcare, or mission-driven organization preferred.

Knowledge, Skills, And Abilities

• Strong troubleshooting and problem-solving abilities.
• Working knowledge of Teams, SharePoint, Outlook, Planner, Power Automate, Airtable, ZAC phone system, VPNs, and related applications.
• Experience supporting , mobile devices, and office technology.
• Ability to prioritize multiple requests and manage competing deadlines.
• Experience supporting virtual meetings and conference technologies.
• Commitment to continuous learning and improving employee technology experiences.
• Ability to work collaboratively with staff, leadership, vendors, and external partners.

Physical Requirements

• Prolonged periods of sitting and working at a computer.