IT Support Coordinator

About The role

Reporting to the Director, IT, you will serve as a first point of contact for end-user IT support requests and play an active role in the day-to-day IT operations of the organization. This is an on-site role based in St. Louis, MO (West County). Working across both Mac and PC platforms and supporting Microsoft 365 and Google Drive, the primary responsibilities of your role will be to:

• Provide responsive, high-quality first line (Level
  1) IT support to all employees across hardware, software, and services for a 100% remote workforce.
• Stay abreast of a dynamic IT support backlog ensuring efficient and effective delivery of services.
• Support Microsoft 365 and Google Workspace environments.
• Support a variety of third-party SaaS applications for productivity and work management.
• Support the deployment, configuration, and management of Mac and PC endpoints.
• Coordinate onboarding and offboarding, including device setup and access provisioning.
• Help maintain IT asset inventory and documentation.
• Escalate unresolved issues within the team in a timely and organized manner.

• Serve as the primary point of contact for IT support requests received via ticketing system, email, phone, or chat.
• Troubleshoot and resolve hardware, software, and peripheral issues on both Mac and PC platforms.
• Support the setup, imaging, and deployment of new employee devices (Mac and PC).
• Execute standard IT processes such as employee onboarding, offboarding, and hardware refresh cycles.
• Coordinate and perform logistics for all hardware, including shipping and receiving of all devices, tracking, and refurbishing devices for re-use.
• Support IT asset lifecycle management including procurement, inventory, and disposal.
• Administer and support end-user accounts and access within Microsoft 365 (Exchange, Teams, SharePoint, One Drive) and Google Drive.
• Maintain accurate records in the IT asset management system.
• Document common issues and resolutions to build and maintain an internal knowledge base.
• Escalate complex or unresolved issues to the IT Systems Administrator with clear documentation.
• Support ad hoc IT projects and initiatives as directed.

• End-user support and service desk operations.
• Mac and PC deployment and troubleshooting.
• Microsoft 365 and Google Drive administration.
• IT asset logistics, tracking and documentation.
• User onboarding and offboarding support.
• Knowledge base and process documentation.

You will bring these qualities to the table:

• Excellent written, verbal, and customer service skills with a professional, service-first attitude.
• Strong diagnostic and troubleshooting skills and ability to resolve issues across Mac (macOS) and PC (Windows) environments.
• A detail-oriented, organized approach to managing multiple open tickets and requests simultaneously.
• Comfort working with both Microsoft 365 and Google Drive in a corporate setting.
• A team-oriented mindset with a willingness to learn and grow within a collaborative IT environment.
• High level of personal integrity and the ability to handle confidential information with appropriate discretion.
• A proactive, solutions-oriented attitude and genuine interest in technology and continuous improvement.

• 1-2+ years of experience in a technology-based customer support, IT support or help desk role.
• Hands-on experience supporting both Mac (macOS) and PC (Windows) environments, including deployment and troubleshooting.
• Working knowledge of Microsoft 365 applications and administration (Exchange, Teams, SharePoint, One Drive).
• Working knowledge of Google Drive and Google Workspace tools.
• Strong written, verbal, and customer service communication skills.
• Familiarity with IT ticketing or service desk systems.
• Basic understanding of…