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