Position Overview

National is seeking a part-time IT Support Coordinator, approximately 10 hours per week, to provide technology support to employees and field operations in the Elko, Nevada area. This position will serve as the local point of contact for basic computer, mobile device, and IT equipment needs while coordinating more complex issues with the Company’s third-party IT provider.

This role requires an organized, technically capable, and responsive individual proficient in troubleshooting common technology issues. The position will be responsible for resolving issues that can be handled locally, as well as creating, monitoring, and following up on IT support tickets until issues are fully resolved.

Key Responsibilities

Computer & Equipment Support

• Provide basic troubleshooting and support for company laptops, iPads, Microsoft Surface devices, monitors, docking stations, keyboards, and other computer equipment.
• Perform routine computer updates and assist employees when devices are not functioning properly.
• Determine whether an issue can be resolved locally or needs to be escalated to IT.
• Create IT support tickets on behalf of employees when necessary.
• Track open IT tickets and follow up with IT and employees to ensure issues are addressed and resolved promptly.
• Assist with replacement or temporary equipment when a device is out of service.

New Computer & Workstation Setup

• Set up new laptops, computers, monitors, docking stations, and other workstation equipment for employees.
• Coordinate with IT to complete system configuration, user access, software installation, security requirements, and other setup items that require IT-level permissions.
• Prepare equipment for new hires, transfers, or employees changing positions.
• Verify equipment is functioning properly before being issued to the employee.

IT Equipment Purchasing & Inventory

• Order laptops, monitors, docking stations, keyboards, chargers, replacement screens, and other IT equipment as requested or when inventory reaches established minimum levels.
• Maintain and audit an appropriate inventory of commonly used IT equipment and replacement accessories to be housed onsite in the office.
• Receive, organize, label, and store IT equipment and devices.
• Track company IT assets as they are received, assigned, transferred, returned, replaced, or retired.

Mobile Phone Support

• Receive and organize new company phones and mobile devices.
• Order replacement phones, chargers, cases, screen protectors, and other protective or preventative accessories.
• Set up company phones for Operations and Field Services employees after IT has established the employee's email account and required user access.
• Assist employees with basic mobile phone troubleshooting.
• Replace or swap damaged and malfunctioning phones as necessary.

Apple Device Management & Trade-In

• Collect old, damaged, obsolete, or nonrepairable Apple devices.
• Ensure devices are properly cleared and prepared for disposal or trade-in in coordination with Admin Services and IT.
• Maintain on-site secure storage of retired devices until they can be processed at the Elko office in coordination with Admin Services.
• Coordinate Apple trade-ins and company credits for eligible devices.
• Maintain appropriate documentation of devices that have been retired, traded in, or removed from company inventory.

Field Asset Coordination

• Coordinate the distribution and shipment of computers, phones, accessories, and other IT assets to field employees and job sites.
• Coordinate shipments through FedEx, UPS, company disbursements, or other available distribution methods.

User Access & Communication Groups

• Update company email distribution groups when employee rig assignments, locations, or job responsibilities change.
• Coordinate updates to Microsoft Teams chats/groups, shared mailboxes, distribution lists, and other internal communication groups.
• Work with IT when changes require administrative permissions or system-level access.

Qualifications

• Previous experience with IT support, technical troubleshooting, computer equipment, or a related support role preferred.
• Working knowledge of Windows-based computers, laptops, Microsoft Surface devices, iPads, and iPhones.
• Familiarity with Microsoft 365, Outlook, Microsoft Teams, shared mailboxes, and distribution groups preferred.
• Ability to troubleshoot common hardware, software, connectivity, and mobile-device issues.
• Comfortable learning and working within an IT ticketing system.
• Strong organizational skills and an ability to communicate effectively with employees, supervisors, and IT personnel.
• Ability to work independently and recognize when an issue should be escalated to IT.
• Strong attention to detail, particularly when managing company equipment and user access
• Ability to handle confidential and sensitive company information appropriately.
• Ability to lift, carry, unpack, and move computers, monitors, printers, and other IT equipment as needed.