Grupo Oxford

IT Support

• Serve as the first point of contact for employee and consultant support requests by phone, email, chat, in person, and through the Salesforce service desk portal
• Log, categorize, prioritize, track, and resolve support cases in Salesforce Service Cloud
• Meet service-level targets and proactively communicate case delays
• Escalate urgent or Tier 1-exceeding issues and follow them through closure
• Identify recurring issues and contribute resolution steps to the knowledge base
• Review case metrics with the IT Technical Service Manager
• Coordinate laptop requests from intake and approval through imaging, shipment, delivery confirmation, and return
• Install, configure, and maintain workstation operating systems, standard software builds, and client-required applications
• Maintain hardware inventory and asset assignment, tracking, and recovery records
• Troubleshoot laptop, desktop, peripheral, printer, VPN, Microsoft 365, endpoint security, printing, device enrollment, and compliance issues
• Coordinate warranty repairs and vendor support cases
• Provide telephony support for desk phones, softphones, and mobile devices
• Create, modify, disable, and delete user accounts in Microsoft Entra ID, Okta, and downstream business applications
• Execute onboarding, transfer, and offboarding workflows
• Administer group membership, license assignment, and role-based access
• Support Okta single sign-on and multi-factor authentication, including enrollment, factor resets, lockouts, and password resets
• Document access changes and support access reviews, audits, and compliance requests
• Enter and correct data across multiple systems
• Route non-technical inquiries to the appropriate department and confirm handoff
• Provide backup coverage for the IT support team
• Report to the IT Technical Service Manager; no supervisory responsibility

IT Support Coordinator