IT Operations & Support Coordinator

POSITION SUMMARY

The IT Operations & Support Coordinator manages key administrative functions for the IT department, including vendor records, contracts, licensing, renewals, procurement, asset tracking, and IT spending, while coordinating activities like invoice tracking and documentation. This role also supports the improvement of IT service management processes, with a focus on ServiceNow and ITIL alignment.

The coordinator will additionally serve as backup support for Helpdesk Technicians and Application Support Analysts, providing basic end-user assistance, troubleshooting support, and coverage during peak demand or team absences to ensure continuity of service.

LOCATION

Onsite in Fort Wayne, IN

COMPENSATION

This position offers a competitive compensation package, benchmarked to regional market standards. It consists of a base salary plus the opportunity for quarterly profit sharing after one year of employment.

RESPONSIBILITIES:

IT Operations Administration:

• Support the day-to-day administrative operations of the IT department.
• Maintain organized records for IT vendors, contracts, invoices, licensing agreements, renewals, and service documentation.
• Assist IT leadership with tracking operational follow-ups, required documentation, and administrative deadlines.
• Help standardize and improve IT administrative processes to ensure consistency, accuracy, and accountability.
• Coordinate with internal teams, Finance, Procurement, and vendors as needed to support IT operational needs.
• Receive, review, track, and route IT-related invoices for approval and processing.

ServiceNow Administration & ITSM Process Support:

• Serve as a key administrative owner for the ServiceNow platform, supporting configuration, data accuracy, process documentation, and platform adoption.
• Assist with maintaining ServiceNow records related to assets, vendors, contracts, knowledge articles, catalog items, and operational workflows.
• Support ITSM process documentation and continuous improvement using ITIL-aligned practices where applicable.

Hardware Ordering & Asset Coordination:

• Coordinate ordering of new IT hardware, including laptops, desktops, monitors, peripherals, mobile devices, and related equipment.
• Work with approved vendors to obtain quotes, submit purchase requests, track order status, and confirm receipt of equipment.
• Maintain documentation for hardware purchases, warranties, assignments, and lifecycle status.
• Assist with tracking inventory levels to ensure hardware is available for onboarding, replacements, refreshes, and business needs.
• Support documentation of hardware standards, approved models, and procurement processes.

Reporting & Documentation:

• Maintain detailed documentation for all issues, resolutions, and support processes.
• Create and provide regular performance reports for applications, highlighting areas for improvement.
• Keep up to date with software versions, patches, and updates that impact supported applications.

Continuous Improvement:

• Participate in post-implementation reviews and suggest improvements to the support process and application functionalities.
• Stay current with new technologies and trends to offer innovative solutions and improvements to existing applications.

REQUIREMENTS

MUST HAVE

• Associate's or bachelor's degree in information technology, Business Administration, Finance, Operations, or a related field, or equivalent work experience.
• 2+ years of experience in IT operations, IT administration, procurement support, vendor coordination, finance support, asset management, or a related administrative/operations role.
• Strong attention to detail with the ability to maintain accurate records for software licensing, hardware assets, leased equipment, vendor agreements, and recurring IT expenses.
• Ability to create and maintain spreadsheets, reports, trackers, and documentation used to support IT operations and leadership decision-making.
• Strong written and verbal communication skills with the ability to work effectively with IT team members, Finance, Procurement, vendors, and internal business users.
• Ability to handle confidential information appropriately, including vendor contracts, pricing, invoices, licensing details, and asset records.
• Basic understanding of IT support concepts, including user accounts, hardware, software, SaaS applications, endpoint devices, and common troubleshooting practices.
• Ability and willingness to provide backup support to Helpdesk Technicians and Application Support Analysts when needed, including basic troubleshooting, user assistance, documentation updates, and support coverage during absences or peak demand.
• Strong customer service mindset with a willingness to support both internal IT team needs and end-user requests.
• Ability to work independently, follow established processes, and identify opportunities to improve documentation, tracking, and operational efficiency.