IT Support Coordinator (Chandler/Hybrid)

Oxford Global Resources; Chandler (AZ); Hybrid; USD 31,000 - 41,000; Full time

Benefits offered by this job

Holiday pay

Paid time off

Medical benefits

Dental benefits

Vision benefits

401(k) Retirement Plan

Job summary

Oxford Global Resources is seeking an IT Support Coordinator to act as the first contact for technology support across employees and consultants. This role manages the service desk in Salesforce, coordinates laptop requests, and administers identity lifecycles in Entra ID and Okta.

You will handle Tier 1 support for devices and Microsoft 365, while escalating complex issues. The hybrid role includes onsite imaging and remote case work to support a distributed workforce.

Qualifications

• Bachelor-level education is not strictly required but a related IT background is preferred.
• Minimum 3 years in a help desk or IT support role with documented case handling.
• Experience administering users in Entra ID/Azure AD and Okta.
• Familiarity with Windows 11, macOS, Microsoft 365, imaging, and device configuration.

Responsibilities

• Serve as first contact for support via multiple channels.
• Log, categorize, prioritize, and track cases in Salesforce Service Cloud.
• Meet SLAs for first response and resolution; escalate when needed.
• Coordinate laptop and endpoint support and manage asset records.
• Administer user accounts in Entra ID, Okta, and related apps.
• Provide backup coverage for IT support team and document resolutions.

Skills

Communication

Analytical skills

Attention to detail

Documentation

Education

Associate degree in IT

Tools

Salesforce Service Cloud

Okta

Azure Active Directory

Microsoft 365

Microsoft Intune

ServiceNow

Jira Service Management

Job description

Join our team and experience how we lead with passion, positivity, and accountability to deliver the Right Talent. Right Now. We create an environment where you can think big, have fun and truly make a difference.POSITION SUMMARYThe 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 ResponsibilitiesSupport Case CoordinationServe 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 portalLog, categorize, prioritize, and track each case in Salesforce Service Cloud through resolution, keeping records accurate and currentMeet published service-level targets for first response and resolution, and communicate proactively whenever a case will take longer than expectedEscalate urgent issues and cases beyond Tier 1 scope to the right engineering, application, or business team, and follow them through to closureIdentify recurring issues, contribute resolution steps to our knowledge base, and review case metrics with the IT Technical Service ManagerConsultant Laptop and Endpoint SupportCoordinate laptop requests for consultants and employees, from intake and approval through imaging, shipment, delivery confirmation, and return at the end of an assignmentInstall, configure, and maintain workstation operating systems, standard software builds, and client-required applicationsMaintain accurate hardware inventory and asset records, including equipment assignment, tracking, and recoveryTroubleshoot laptop, desktop, peripheral, and printer hardware, and coordinate warranty repairs and vendor support casesDiagnose 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 IntuneProvide telephony support for desk phones, softphones, and mobile devicesIdentity and Account Lifecycle AdministrationCreate, modify, disable, and delete user accounts in Microsoft Entra ID (Azure Active Directory), Okta, and downstream business applicationsExecute onboarding, transfer, and offboarding workflows on schedule, so access is ready on day one and revoked promptly at separationAdminister group membership, license assignment, and role-based access, following the principle of least privilegeSupport Okta single sign-on and multi-factor authentication, including enrollment, factor resets, lockouts, and password resetsDocument access changes and support periodic access reviews, audits, and compliance requestsGeneralEnter 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.QualificationsRequiredHigh school diploma or equivalent; an associate degree in information technology, or an equivalent combination of education and experience, is a plusThree to five years of experience in a help desk, service desk, or IT support roleHands-on experience administering user accounts in Microsoft Entra ID (Azure Active Directory) and Okta, including group, license, and multi-factor authentication managementExperience working cases in a service desk or ITSM platform; Salesforce Service Cloud strongly preferred, ServiceNow, or Jira Service Management consideredWorking knowledge of Windows 11, macOS, and Microsoft 365 support and administration, including workstation imaging and configurationExperience troubleshooting laptop and desktop hardware, peripherals, printers, VPN connectivity, and remote access for distributed usersExcellent verbal and written communication skills, with the ability to explain technical steps clearly to non-technical people and write documentation others can followStrong analytical and problem-solving skills, close attention to detail, and the ability to manage several open cases at once without sacrificing accuracyAbility to maintain regular attendance and work all hours necessary or requiredPreferredExperience with Microsoft Intune or a comparable mobile device management platformA certification such as Okta Certified Professional, Microsoft Certified: Identity and Access Administrator Associate (SC-300), CompTIA A+, or ITIL FoundationExperience supporting a remote, field-based, or contingent workforceFamiliarity with PowerShell scripting to automate account provisioning and reportingExperience building Salesforce reports, dashboards, or case queues, or supporting Avionte or another staffing platformWork Environment and ReportingHybrid schedule: onsite days cover equipment staging, imaging, shipping, and in-person support; remote days cover case work, account administration, and remote troubleshootingExtended periods of computer and telephone work, with occasional lifting of laptops, desktops, and peripherals weighing up to 25 poundsOccasional coverage outside standard business hours to support consultants across time zonesSupervision Exercised: NoneSupervision Received: IT Technical Service ManagerFor US job seekers:Salary Information:$22.36-$29.57 HourlyPlease contact [e-mail] 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 [e-mail]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.Know Your Rights | Pay Transparency | Employee Rights Under the National Labor Relations Act