IT Coordinator

• MSP Relationship / Coordination of Support
  • Act as the primary liaison between IOS users and the MSP ensuring tickets are triaged accurately SLAs are met and user satisfaction remains high.
  • Monitor ticket queues SLA compliance and service quality; escalate trends or gaps to the Director of Technology.
  • Coordinate scheduled maintenance change requests and project work between internal stakeholders and the MSP.
  • Participate in regular MSP service reviews and contribute to vendor performance assessments.
• IT Systems Administration & Security
  • Support and maintain company cloud-based infrastructure software systems and security posture in coordination with the MSP.
  • Ensure the security stability and efficiency of all IT systems and databases.
  • Monitor backups disaster recovery readiness and data restoration processes.
  • Troubleshoot escalated hardware and software issues across all company locations.
  • Monitor network performance ensuring uptime and troubleshooting connectivity issues.
  • Coordinate internal incident response activities
  • Create and maintain incident response plans and runbooks.
• Project Oversight
  • Lead or co-lead IT projects ensuring timely and efficient implementation of new systems upgrades and process improvements.
  • Define project scope timelines and deliverables; delegate tasks to the internal IT team members our primary MSP and/or other Vendor(s) as appropriate.
  • Collaborate with cross-functional stakeholders to gather requirements and communicate project status.
  • Coordinate with external vendors suppliers and contractors for IT procurement and support services.
• User Support & IT training
  • Provide advanced support for staff and users addressing issues with hardware software and network access.
  • Develop and deliver IT training sessions for new employees and existing staff on system use software and technology tools.
  • Identify recurring support themes and recommend proactive solutions to reduce ticket volume.
  • Champion a service-oriented IT culture; obtain and implement feedback to ensure end-user satisfaction
• Inventory & Asset Management
  • Maintain accurate records of IT assets including software licenses hardware inventory and system configurations.
  • Track and manage the lifecycle of IT equipment from procurement to disposal.
  • Ensure asset management processes are documented and consistently followed.
• Network Administration
  • Support local area networks (LAN) wide area networks (WAN) and virtual private networks (VPN) across office and remote locations.
  • Monitor system performance of servers and applications hosted in Azure.
  • Implement and maintain network security measures in coordination with the MSP.

• Education:

• Bachelors degree in information technology Computer Science or 5-7 years of equivalent job experience.
• Certifications such as CompTIA A Network Microsoft Certified IT Professional (MCITP) or Cisco Certified Network Associate (CCNA) are a plus.

• Experience:

• 5-7 years of experience in IT support systems administration network administration or a similar role.
• Proven experience managing or closely coordinating with Managed Services Providers and other external vendors.
• Demonstrated experience with IT project management including scoping delegation and delivery.
• Experience with system and network troubleshooting IT support and user training.
• Experience supporting a multi-site organization with distributed teams across multiple states or regions.

• Technical Skills:

• In-depth knowledge of Windows operating systems.
• Experience with networking protocols firewalls and VPNs.
• Familiarity with cloud-based systems (Azure Microsoft 365) and database management tools.
• Proficient with Microsoft SharePoint and Microsoft Power Automate.
• Proficient in Microsoft Office Suite and Office 365 administration.
• Experience with IT ticketing systems (e.g. Jira Service Management) and remote support tools.
• Familiarity with endpoint management tools such as Microsoft Intune.
• Working knowledge of Azure Virtual Desktop (AVD) environments and virtual desktop infrastructure.

• Strong project management skills with the ability to manage multiple workstreams and meet deadlines.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical staff.
• Experience supporting a multi-site organization with distributed teams.
• A proactive approach to problem-solving root cause analysis and continuous improvement.
• Ability to work independently prioritize competing demands and coach others to do the same.
• Experience with IT documentation and knowledge base development.
• Familiarity with ITIL or similar service management frameworks.
• Bilingual is a plus

• Occasional travel to company office locations may be required.
• Ability to lift up to 25 pounds occasionally.
• Ability to walk sit stand at various times during the day

Required Experience:

IC