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Key Responsibilities and Required Skills for IT Support Coordinator

💰 $45,000 - $65,000

ITSupportService DeskCoordination

🎯 Role Definition

The IT Support Coordinator acts as the central point for day-to-day IT operations and end-user support. This role coordinates helpdesk activities, triages and resolves incidents, manages IT assets and vendor relationships, and ensures timely delivery of IT services in accordance with SLAs. The ideal candidate combines hands-on technical troubleshooting (Windows, macOS, Microsoft 365, Active Directory, networking basics) with excellent customer service, strong documentation practices, and process-driven coordination (ticketing systems, ITIL-aware workflows). This description is optimized for ATS and LLM parsing with keyphrases commonly searched by candidates and hiring managers.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Helpdesk Technician / Helpdesk Analyst
  • Desktop Support Technician
  • Customer Service Specialist with IT exposure

Advancement To:

  • Service Desk Team Lead / IT Support Lead
  • IT Systems Administrator
  • IT Operations Manager

Lateral Moves:

  • Network Support Specialist
  • Application Support Analyst
  • IT Asset / Procurement Coordinator

Core Responsibilities

Primary Functions

  • Serve as the primary first-line and second-line point of contact for internal users, providing timely technical support via phone, email, chat, and remote tools to diagnose and resolve hardware, software, and network issues.
  • Triage, prioritize, and manage incoming incidents and service requests in the ticketing system (e.g., ServiceNow, Zendesk, Jira), ensuring accurate categorization, SLA adherence, and timely escalation to appropriate teams.
  • Perform user account administration in Active Directory and Azure AD, including account provisioning, password resets, group membership updates, and permission audits to support onboarding and offboarding processes.
  • Install, configure, and maintain client devices (Windows 10/11, macOS) and peripherals (printers, scanners, VoIP handsets), including imaging, driver updates, and hardware repairs or escalations.
  • Support Microsoft 365 administration tasks such as mailbox management, Teams configuration, OneDrive troubleshooting, SharePoint permissions, and license assignment.
  • Deploy and manage endpoint management tooling (SCCM, Intune, Jamf) for OS deployment, software distribution, configuration baseline enforcement, and patch management.
  • Troubleshoot basic network connectivity issues (Wi-Fi, VPN, switches) and coordinate with network teams or ISPs for escalated incidents, ensuring users regain access quickly.
  • Maintain and update the IT asset inventory and CMDB, tagging and tracking devices, coordinating warranty and replacement logistics, and performing regular audits to ensure compliance.
  • Coordinate scheduled maintenance windows, system updates, and patch deployments, communicating changes and expected impacts to business stakeholders and end users.
  • Provide remote support using tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop, including remote troubleshooting and guided fixes for distributed and mobile workforce members.
  • Manage and execute secure workstation builds, imaging, and configuration templates to ensure consistency and compliance with corporate security policies.
  • Administer MDM solutions for mobile devices (iOS, Android) including enrollment, policy enforcement, app deployment, and remote wipe when required.
  • Document technical procedures, standard operating procedures, and knowledge base articles to empower self-service and reduce repeat incidents.
  • Coordinate IT procurement, liaise with vendors, obtain quotes, track purchase orders, and manage delivery and deployment schedules for new hardware and software.
  • Monitor service desk metrics and SLA performance, generate weekly/monthly reports, and propose process improvements to optimize ticket resolution times and customer satisfaction.
  • Assist with IT security controls: apply endpoint protection policies, escalate suspected security incidents, support patching programs, and enforce password and access management best practices.
  • Facilitate user onboarding and offboarding workflows including device allocation, account setup, orientation for productivity tools, data migration, and secure data removal on termination.
  • Provide front-line support for collaboration tools and AV equipment (conference room setup, projector and microphone troubleshooting, video conferencing support) for meetings and events.
  • Manage spare parts inventory and loaner device program, ensuring minimal downtime for business-critical roles by providing timely temporary hardware replacements.
  • Coordinate cross-functional IT projects (workstation refreshes, office moves, software rollouts) by scheduling resources, communicating timelines, and ensuring smooth execution with minimal disruption.
  • Liaise with third-party support vendors and managed service providers to coordinate escalations, manage support contracts, and validate resolutions against SLAs.
  • Support compliance and audit activities by preparing documentation, assisting with asset inventories, and validating security configurations against policies.
  • Conduct basic data backups and restoration for end-user systems as requested, and coordinate escalations for server or cloud-based restores with system administrators.
  • Provide periodic training sessions and user adoption workshops on common applications, security best practices, and new IT services to increase end-user self-sufficiency.

Secondary Functions

  • Maintain and improve the internal IT knowledge base, identifying recurring incident trends and creating self-help content to reduce future ticket volume.
  • Participate in cross-departmental meetings to represent IT impact, prepare communications for planned outages, and solicit feedback to improve service delivery.
  • Support small-scale dev-ops or automation tasks such as writing simple PowerShell scripts to automate repetitive support tasks or batch user management.
  • Assist the IT manager with budget tracking, vendor performance reviews, and recommendations for hardware refresh cycles.
  • Volunteer as the point person for disaster recovery tabletop exercises and business continuity support related to end-user systems.

Required Skills & Competencies

Hard Skills (Technical)

  • Active Directory administration (user and group management, GPO basics).
  • Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
  • Ticketing and ITSM platforms (ServiceNow, Jira Service Desk, Zendesk) and SLA management.
  • Endpoint management tools (SCCM/ConfigMgr, Intune, Jamf) and OS deployment imaging.
  • Desktop operating systems: Windows 10/11 and macOS troubleshooting and configuration.
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN) and basic router/switch/Wi‑Fi troubleshooting.
  • Remote support tools (TeamViewer, AnyDesk, Microsoft Remote Desktop) and secure remote access approaches.
  • Hardware troubleshooting for desktops, laptops, printers, scanners, and peripherals.
  • Mobile Device Management (MDM) platforms and mobile provisioning for iOS/Android.
  • Basic cybersecurity hygiene (antivirus/endpoint protection, patching, password policy enforcement).
  • Basic scripting or automation (PowerShell) for administrative task automation.
  • AV and conferencing equipment setup and support (Zoom, Teams Rooms, projectors, microphones).
  • IT asset lifecycle management and inventory/CMDB tools.
  • Familiarity with ITIL concepts and incident/problem/change management workflows.

Soft Skills

  • Strong customer service and interpersonal communication tailored to non-technical users.
  • Clear written communication for documentation, knowledge base content, and email updates.
  • Problem solving and analytical troubleshooting with attention to detail.
  • Time management and ability to prioritize competing support tickets under SLAs.
  • Team collaboration and vendor coordination skills.
  • Patience, empathy, and a service-minded attitude when dealing with frustrated users.
  • Adaptability and continuous learning mindset to keep up with evolving IT ecosystems.
  • Organizational skills for scheduling, tracking assets, and coordinating multi-stakeholder tasks.
  • Initiative to identify process improvements and propose practical solutions.
  • Discretion and professionalism when handling sensitive user or company data.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent with relevant technical certifications or demonstrated experience in IT support.

Preferred Education:

  • Associate degree or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems
  • Network Administration
  • Applied Technology

Experience Requirements

Typical Experience Range:

  • 1–4 years of hands-on experience in helpdesk, desktop support, or IT support coordination roles.

Preferred:

  • 3+ years in a corporate IT environment with exposure to Microsoft 365 administration, Active Directory, ticketing systems, and endpoint management tools.
  • Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals/Administrator, ITIL Foundation, or equivalent vendor/role-specific certs.
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