It Support Coordinator

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Overview
We are seeking a highly skilled and experienced IT Support Manager to lead our technical support team and ensure the seamless operation of our IT infrastructure. The ideal candidate will possess strong expertise in computer networking, operating systems, and support tools, with a focus on delivering exceptional customer service. This role offers an opportunity to oversee complex technical issues, manage support workflows, and contribute to the continuous improvement of IT services across the organization.

Duties

• Lead and coordinate the IT support team in providing comprehensive desktop, hardware, and software troubleshooting for Windows, macOS, Linux, and other operating systems.
• Manage and resolve technical issues related to computer hardware, operating systems, network connectivity (LAN, Firewall), and software applications including Microsoft Office.
• Oversee the configuration and maintenance of VPNs, firewalls, and network security protocols to ensure secure remote access and data protection.
• Utilize support management tools such as ServiceNow, Jira, BMC Remedy to track incidents, manage service requests, and document solutions efficiently.
• Provide expert-level support for help desk operations, ensuring timely resolution of user issues via phone, email, or remote access.
• Monitor network performance and troubleshoot LAN issues; coordinate with network administrators to optimize infrastructure.
• Develop and implement procedures for software troubleshooting, hardware repairs, and system upgrades.
• Collaborate with cross-functional teams to improve IT processes and user experience through effective communication skills.
• Train staff on new technologies or procedures as needed; assist in developing documentation for common issues and solutions.

Requirements

• Proven experience in IT support management or a similar leadership role within an enterprise environment.
• Strong knowledge of operating systems including Windows, macOS, Linux; familiarity with VPNs, LANs, firewalls, and computer networking concepts.
• Hands-on experience with support tools such as ServiceNow, Jira, BMC Remedy for incident management and workflow automation.
• Expertise in hardware troubleshooting and repair; understanding of computer hardware components.
• Proficiency in software troubleshooting across various platforms; familiarity with Microsoft Office suite is essential.
• Excellent communication skills with the ability to convey technical information clearly to non-technical users.
• Ability to manage multiple priorities effectively while maintaining high levels of customer service.
• Relevant certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), or Cisco certifications are a plus. This position is integral to maintaining our organization’s technological efficiency and ensuring that our users receive top-tier support for all their IT needs.

Job Type: Full-time

Pay: $56,000.00 per year

Benefits:

• Company events
• Extended health care
• On-site parking
• Paid time off

Work Location: In person