IT Support Coordinator

The IT Support Coordinator (ITSC) plays a vital role within the IT Operations department, providing front-line technology support and ensuring the seamless functioning of IT systems across all PAX Health locations. This role is instrumental in maintaining operational efficiency, high employee satisfaction, and technical reliability as the organization evolves its digital infrastructure.

The ITSC acts as the primary onsite contact for IT-related matters and collaborates closely with the Director of Operations. This individual will also serve as the primary IT contact for the company's IT Managed Service Providers (MSPs).

The position requires onsite support as needed at PAX Health's New Jersey (NJ) and New York (NY) locations, as needed, to perform installations, troubleshoot issues, and maintain systems.

This role emphasizes proactive service, process improvement, and a hands-on approach to resolving technology challenges efficiently.

Key Responsibilities:

End-User Support

• Provide first-line support for hardware, software, and technology-related issues, adhering to established IT processes and procedures.
• Identify process optimization opportunities and recommend improvements to enhance IT service quality and response times.
• Apply systematic problem-solving and diagnostic techniques to resolve technical issues promptly, ensuring minimal downtime.
• Offer user guidance and best practices for Microsoft 365 tools, applications, and collaboration features.
• Manage and support printers, copiers, and other peripheral devices used across offices.

Network and Office Support

• Serve as the onsite liaison with IT MSP in supporting and resolving network connectivity issues, including internet, VPN, and remote access.
• Work with IT MSP to Address network performance issues (e.g., latency, outages) to ensure consistent system availability.
• Collaborate with internal teams or IT MSP to identify and resolve network security vulnerabilities.
• Perform onsite troubleshooting and setup for NJ and NY offices as required. Remote troubleshooting setup for all non-NJ and NY offices.

Other Tech/Infrastructure Services

• Provide RingCentral phone system support, including installation and troubleshooting.
• Deliver copier and printer support and coordinate vendor service calls when necessary.
• Execute onsite technology installations, such as new equipment or systems setup.
• Perform wiring and hardwire installations as needed to support new workstations or office expansions.
• Serve as the primary IT contact for the company's Internet Service Providers (ISPs), managing connectivity and service escalations.

Onboarding & Asset Management

• Configure and deploy new desktops and laptops using Thrive software, ensuring all devices are set up per company standards.
• Track and manage cost per device, maintaining accurate hardware asset records.
• Repurpose laptops and desktops for reuse, ensuring secure data handling and system reconfiguration.
• Help ship configured devices to end users and provide post-deployment support.

Requirements:

Core Competencies

• The position requires onsite support as needed at PAX Health's New Jersey (NJ) and New York (NY) locations, as needed, to perform installations, troubleshoot issues, and maintain systems.
• • Strong technical troubleshooting and analytical skills.
• Proficiency with Microsoft 365 and basic networking concepts (TCP/IP, VPN, Wi-Fi).
• Experience with RingCentral/VOIP systems, printer/copier management, wiring and hardware setup.
• Effective communication, organization, and customer service abilities.
• Adaptability to provide onsite support as needed in multiple locations, sometimes on less than 24hrs notice.
• Dedication to continuous improvement and technology optimization