IT Support & Identity Admin Pro (Hybrid)

14000 (USA) Oxford Global Resource, LLC

Chandler (AZ)

Hybrid

USD 30,000 - 41,000

Full time

8 days ago

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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