Helpdesk - Desktop Support Level 2

Job Title IT Coordinator (End-User Support and Hardware Lifecycle) Role Summary The IT Coordinator owns Level 1 and Level 2 end-user support and manages the full lifecycle of company IT hardware. This role provides hands-on technical support, keeps end-user environments reliable and secure, and maintains accountability for IT assets from provisioning through retirement. You’ll work closely with IT leadership, vendors, and employees to deliver consistent, high-quality IT support across the organization. Core Responsibilities Serve as first point of contact for Level 1 and Level 2 IT support via ticketing system, phone, email, and in person Troubleshoot and resolve hardware, software, OS, peripheral, and network connectivity issues Install, configure, image, and maintain desktops, laptops, printers, scanners, and mobile devices Escalate and coordinate resolution of complex issues with vendors and internal IT teams Manage user accounts, permissions, and access in Active Directory, Microsoft 365, and business applications Administer endpoint and mobile device management (MDM) tools Own IT hardware lifecycle including procurement support, provisioning, maintenance, refresh cycles, and secure disposal Maintain accurate IT asset inventory and warranty tracking Apply OS updates, patches, and security updates Support VOIP/telephony end-user devices Provide Salesforce and Field Service user support and basic administration Document support procedures and hardware lifecycle standards Train employees on effective and secure use of IT tools Support IT projects such as office openings, relocations, and hardware refreshes Provide basic cabling, equipment installation, and server room support Required Skills End-User Support and Service Management Level 1 IT Support Level 2 IT Support Desktop Support Incident Management IT Service Management (ITSM) Ticketing Systems Operating Systems and Platforms Windows 11 Windows Server macOS (nice to have) iOS Android Microsoft Ecosystem Microsoft 365 Outlook Exchange Teams OneDrive SharePoint Intune / Endpoint Manager Identity, Security, and Access Active Directory User Access Management Password and Permissions Management Endpoint Security Patch Management Devices and Hardware Laptop and Desktop Deployment Printer and Peripheral Support Mobile Device Management (MDM) Hardware Imaging IT Asset Management Hardware Lifecycle Management Warranty and Vendor Support Networking and Infrastructure (Foundational) Basic Networking (DNS, DHCP, TCP/IP) Network Connectivity Troubleshooting VOIP / Telephony Support Basic Server Room Support Cabling and Equipment Installation Business Applications Salesforce Administration (Basic) Salesforce User Support Field Service Support Documentation and Process IT Documentation Knowledge Base Creation Standard Operating Procedures (SOPs) Qualifications Associate’s or Bachelor’s degree in Information Technology, Information Systems, or related field, or equivalent hands-on experience and certifications 3 to 5 years of experience in Desktop Support, Help Desk, or End-User Computing Strong troubleshooting and customer support skills Comfortable working independently and managing multiple requests Clear communicator with a service-oriented mindset