IT Support Coordinator (Chandler/Hybrid)

About the role

The IT Support Coordinator is the first point of contact for technology support across our employees and the consultants we place in the field. This role owns the support case queue in Salesforce Service Cloud from intake through closure, coordinates laptop requests and endpoint troubleshooting, and manages the user account lifecycle in Microsoft Entra ID (Azure Active Directory) and Okta. The Coordinator delivers Tier 1 support for laptops, desktops, peripherals, mobile devices, Microsoft 365, and our core business systems, with extensive phone, chat, and email contact with people at every level of the organization. Success in this role calls for sound judgment about when to resolve an issue and when to escalate it, and clear documentation of every resolution so the whole team can look back if needed and understand what occurred and what the solution was.

Responsibilities

• Serve as the first point of contact for support requests from employees and consultants, by phone, email, chat, in person, and through the Salesforce service desk portal
• Log, categorize, prioritize, and track each case in Salesforce Service Cloud through resolution, keeping