IT Support Coordinator

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

The Opportunity:

We are seeking an IT Support Coordinator. The IT Support Coordinator serves as the central point of coordination for day-to-day IT support operations, ensuring a smooth and efficient experience for both field and in-office teams. This role combines hands-on Tier 1 technical support with administrative coordination, asset management, and process tracking.

The IT Support Coordinator plays a key role in onboarding and offboarding employees, managing IT equipment logistics, maintaining accurate records, and ensuring IT requests are triaged, tracked, and resolved in a timely manner. Success in this role requires strong organizational skills, clear communication, and the ability to manage multiple priorities in a fast-paced environment.

Location: Marlton, New Jersey, USA.

What you’ll do:

IT Support & Service Desk Coordination:

• Act as first point of contact for IT related issues and requests via ticketing system and phone
• Provide Tier 1 technical support, including troubleshooting:

• Wi-Fi and connectivity issues
• Printer and peripheral problems
• User access and permission validation

• Triage, prioritize, and coordinate incoming support requests to ensure timely resolution
• Escalate complex or unresolved issues to Tier 2 and Tier 3 support teams as required
• Maintain accurate and detailed ticket documentation, including issue descriptions, actions taken, and resolutions

Onboarding, Offboarding & User Access:

• Coordinate IT onboarding and offboarding activities for employees
• Process user access requests for new hires, role changes, and departures
• Ensure timely provisioning and deprovisioning of system access
• Maintain and update offboarding trackers to ensure accuracy and compliance
• Share regular offboarding and access-related reports with relevant stakeholders

Asset & Inventory Management:

• Coordinate the preparation, packaging, and shipment of IT equipment to new hires
• Track, maintain, and reconcile IT hardware inventory
• Record completed tasks and update asset and tracking systems accurately
• Support audits and inventory reviews by ensuring data accuracy and completeness

Operational Support & Documentation:

• Manage multiple tickets and coordination tasks simultaneously, particularly during peak periods
• Maintain clear documentation, job aids, and process notes to support consistent service delivery
• Identify recurring issues and opportunities to improve service desk workflows and efficiency
• Support reporting and administrative tasks related to IT operations as needed

Work Environment:

• Fast-paced IT support environment with high request volume
• Regular interaction with employees across departments and locations
• Combination of technical support, coordination, and administrative responsibilities

What you’ve done:

• Excellent verbal and written communication skills
• Strong troubleshooting and problem-solving abilities
• High attention to detail with strong organizational and time management skills
• Ability to multitask and perform effectively in a fast-paced environment
• Strong interpersonal skills with a customer service mindset
• Experience in customer service or help desk roles considered an asset
• Familiarity with tools and platforms such as: Microsoft Intune, Microsoft 365, Entra ID

What’s in it for you:

• Competitive base salary +bonus
• Generous time off: Start with 3 weeks of vacation, plus extra flex days to recharge.
• Comprehensive benefits package: Includes medical, dental, vision, health spending account, and Teladoc virtual care.
• Retirement support: Company-sponsored 401K plan to help build your financial future.
• Top-tier tools: Best-in-class systems and equipment so you can do your best work.
• Career growth: Ongoing training, development, and programs to help you advance.
• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running - now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive.
• Culture & Connection: Stay engaged with regular company-wide town halls, team-building events, etc.

Interview Steps:

• Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.
• Step 2: The next step is an in-person interview with the hiring manager.
• Step 3: The final step is an in-person interview with the Manager and extended team.

If this sounds like you and you’re excited to be a member of our team, please apply now. 

We thank all interested applicants; however, only qualified candidates will be contacted.  This position requires successful completion of a criminal background check.

Disclaimer: As part of our recruitment process, we utilize artificial intelligence (AI)-based tools to assist with certain stages, including initial resume screening and skills-matching assessments. These tools are designed to help our hiring team identify candidates whose experience and qualifications align closely with the requirements of the role. Please note that all final hiring decisions are made by our recruitment team.  The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  In compliance with Ontario’s Bill 190, we confirm that this posting represents a current existing vacancy within our organization.

OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.