IT Support Coordinator (Chandler/Hybrid)

14000 (USA) Oxford Global Resource, LLC; Chandler (AZ); Hybrid; USD 30,000 - 41,000; Full time

Benefits offered by this job

holiday pay

paid time off

medical

dental

vision

401(k) Retirement Savings Plan

employee tuition reimbursement

student debt assistance

Job summary

Oxford Global Resource, LLC is seeking an IT Support Coordinator to be the first point of contact for technology support across employees and field consultants. You will own the support case queue in Salesforce Service Cloud from intake to closure, manage laptop imaging and endpoint troubleshooting, and administer user accounts in Microsoft Entra ID (Azure AD) and Okta.

This hybrid role combines hands-on hardware and software support with process improvements, requiring clear documentation and

Qualifications

• 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 Windows11, macOS, and Microsoft365 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), CompTIAA+, 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 AD), 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 and updates
• Route non-technical inquiries to the right department, and confirm the handoff
• Provide backup coverage for other IT support team members
• Perform other duties as assigned

Skills

Help desk experience

Microsoft Entra ID (Azure AD)

Okta

Salesforce Service Cloud

Windows 11

macOS

Microsoft 365

PowerShell scripting

Remote support

Documentation & compliance

Education

High school diploma

Associate degree in information technology

Tools

Salesforce Service Cloud

Okta

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 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 elevate 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.

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.

Qualifications

• 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 Windows11, macOS, and Microsoft365 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), CompTIAA+, 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 25pounds. 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.

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.

Benefits

• 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
• 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.

At Oxford, everything is built on solid relationships. If you join the Oxford team, you will quickly see how we work together towards one common goal: delivering The Right Talent. Right Now. We lead with passion, positivity, and accountability through our words and actions, creating an environment where those we work with can think big, have fun, and know they make a difference.