IT Help Desk Coordinator

The Cypress Lawn Cemetery Association is seeking an IT Help Desk Coordinator to help manage day-to-day technology support for its teams. In this onsite role in Colma, CA, you will serve as the first point of contact for incoming IT requests, organize and monitor tickets, and provide first-level assistance while helping keep IT documentation and vendor records up to date.

You will be supporting daily IT operations by tracking issues through resolution, coordinating with technicians as needed, and assisting with routine administrative tasks. The position also includes maintaining confidentiality and supporting secure handling of information across IT processes.

What you will do

• Monitor incoming help desk tickets in the ticketing system, ensuring timely response and appropriate assignment to technicians.
• Deliver first-level support for common issues, including password resets, account lockouts, and general login or access problems.
• Track and follow up on open tickets to support resolution within service level expectations.
• Maintain and organize IT documentation, including user guides, network diagrams, asset lists, and procedural documentation.
• Manage vendor invoices, service contracts, and renewal schedules to support accurate tracking and timely payments.
• Assist with onboarding and off-boarding activities, such as creating or disabling user accounts and assigning equipment.
• Support IT leadership with administrative tasks, reporting, and basic system maintenance when needed.
• Maintain confidentiality and uphold data security across IT processes.

Requirements

• 1–2 years of experience in IT support or an administrative coordination role.
• Associate’s degree in information technology (or related field), preferred; equivalent experience accepted.
• Strong organizational and multitasking abilities.
• Excellent written and verbal communication skills.
• Basic understanding of Windows operating systems, Active Directory, and common business applications.
• Familiarity with ticketing systems such as Track-it, Zendesk, Jira, or similar.
• Proficiency with Microsoft Office 365 tools including Excel, Outlook, Teams, and SharePoint.
• Customer-focused mindset with patience and professionalism.
• Attention to detail and ability to manage competing priorities.
• Interest in growing within IT support or systems administration roles.
• Availability to work onsite and authorization to work in the USA.

Tools and technologies

• Windows
• Active Directory
• Track-it
• Zendesk
• Jira
• Microsoft Office 365
• Excel
• Outlook
• Teams
• SharePoint