IT Coordinator

Key Responsibilities

• Provide first-level technical support via phone, email, chat, or in person.
• Receive, log, prioritize, and resolve IT service tickets using a ticketing system.
• Track, update, and document service tickets to ensure timely resolution and compliance with service level agreements.
• Diagnose and troubleshoot hardware, software, printer, network, and connectivity issues.
• Install, configure, and maintain computers, operating systems, applications, and peripheral devices.
• Create and manage user accounts, passwords, and access permissions.
• Escalate complex or unresolved service tickets to senior IT support or specialized teams.
• Maintain accurate documentation of technical issues, resolutions, and system changes.
• Aid with system updates, software deployments, and workstation setup for new employees.
• Assist with educating users on IT best practices, cybersecurity awareness, and the proper use of technology.
• Deliver excellent customer service while meeting response and resolution time targets.

Required Skills

• Strong knowledge of Windows and Microsoft Office applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience with ticketing systems (e.g., Salesforce, Asana).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to prioritize tasks and work under pressure.

Qualifications

• Diploma or bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Previous experience in an IT support or help desk role is required.