IT Coordinator presso Kelley Create

Job Title: IT Coordinator 

Dept: Internal IT

Reports To: IT Director 

FLSA Status: Non-Exempt Full/Time

Salary Range: $27.00 - $37.00

Benefits: Benefit Eligible

Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Job Description:

Kelley Create is seeking a motivated and customer-focused IT Coordinator to join out internal IT team in Kent, WA. In this vital role, you will be the backbone of our internal technology operation, providing essential support to our employees and maintaining the infrastructure that empowers our success. You are the ideal candidate if you have a passion for technology, a knack for problem solving, and a dedication to providing an exceptional user experience. This is an exciting opportunity to grow your IT career within a dynamic and supportive environment, where your contributions directly impact the entire organization. 

Key Responsibilities:

As the IT Coordinator, you will be responsible for a wide range of tasks to ensure our internal systems run smoothly and our team members have the technical support they need. Your primary duties will include:

End User Support:

• Provide expert IT support for technical issues involving Microsoft’s core business application, operating systems, and a suite of key services including Microsoft 365, Entra ID, Teams, Azure AVD, eAutomate, Salesforce, and our VoIP Cloud Phone system. 
• Respond to all quires professionally, accurately, and in a timely manner, keeping end-users informed of progress and resolutions.
• Act as a key point of contact to improve overall customer service, perception, and satisfaction with IT services.

Infrastructure & Systems Management:

• Deliver basic technical support at the network level, including WAN/LAN connectivity, routers, firewalls, and security protocols.
• Implement and support remote access solutions such as VPN, Azure, RDP and ScreenConnect.
• Monitor alerts and notifications from our remote monitoring and management (RMM) system, responding proactively by generating and addressing service tickets.
• Manage the complete employee lifecycle, including new hire onboarding and offboarding, which user account creation, hardware setup, and access permissions management.

Administrative & Operational Excellence: 

• Maintain and review comprehensive system documentation in IT Boost and IT Glue.
• Enter all work, time and expenses accurately into ConnectWise PSA as service or project tickets according to company procedures.
• Collaborate with the Service Desk Dispatcher to ensure requests are routed efficiently and escalate service request that require engineer-level support.
• Work through assigned project tickets and phases as directed by a Project Manager.
• Commit to continuous learning by completing assigned training materials on the ConnectWise University.
• Foster positive, cooperative and team-oriented relationships across the organization.

Knowledge and Abilities:

• Strong working knowledge of Microsoft Windows operating systems and the Microsoft 365 ecosystem (including Entra ID and Teams).
• Fundamental understanding of networking principles (TCP/IP, DNS, DHCP, WAN/LAN).
• Experience with ticketing systems, with a strong preference for ConnectWise PSA.
• Familiarity with remote access technologies and RMM tools.
• Excellent problem-solving and critical-thinking skills.
• Exceptional communication and interpersonal skills, with a strong customer-service orientation.
• Ability to work independently and collaboratively as part of a team.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.

Education and Experience:

• High school diploma or equivalent required. An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is highly preferred.
• A minimum of 2-3 years of experience in an IT support role (e.g., Delp Desk, IT Technician, or Service Desk Analyst) is required.
• Demonstrated experience supporting a Microsoft-centric environment is essential.

Certification and Licenses:

• Preferred Certification: CompTIA A+, CompTIA Network+, and/or Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Must possess a valid driver’s license.

Physical Requirement and Work Conditions:

• The work is performed in a professional office environment.
• Ability to sit for extended periods while working on a computer.
• Must be able to lift and carry IT equipment, such as computers and monitors, weighing up to 40 pounds.
• Sufficient manual dexterity to operate a keyboard, mouse, and other standard office and IT equipment.

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental insurance
• 401K with company match
• Profit sharing upon goal attainment
• Paid Time Off
• Paid Holidays
• Ongoing training opportunities