IT Support Coordinator in Providence, Rhode Island at Ocean State Media Group

Title: IT Support Coordinator

Reports to: Manager of Broadcast Engineering & Technology

Location: Providence

About Company:

Ocean State Media is locally owned and operated. We are an award-winning public media organization serving Rhode Island and southeastern Massachusetts. Formerly known as Rhode Island PBS and The Public’s Radio, Ocean State Media was established in 2025 to deliver in-depth local journalism and community connection. We are reimagining what public media can be. We listen first, partner with our neighbors, and make space for meaningful conversation. Wherever you are – on air, online, or out in the world – Ocean State Media is there with you, informing, engaging, and reflecting Rhode Island.

About the Role:

The IT Support Coordinator plays a critical role in ensuring the smooth operation and maintenance of an organization's IT infrastructure. This position is responsible for coordinating support activities, managing help desk operations, and facilitating communication between technical teams and end-users. The role requires a proactive approach to identifying and resolving IT issues, ensuring minimal downtime and optimal system performance. The IT Support Coordinator also contributes to the development and implementation of IT policies and procedures to enhance service delivery. Ultimately, this position aims to provide efficient, reliable, and user-friendly IT support that aligns with the organization's strategic goals.

Minimum Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or a related field.
• At least 2 years of experience in IT support or a similar technical support role.
• Proficiency with help desk ticketing systems and remote support tools.
• Strong understanding of computer hardware, software, and networking fundamentals.
• Excellent communication and interpersonal skills to interact effectively with technical teams and end-users.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Experience coordinating IT support teams or managing help desk operations.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP).
• Familiarity with enterprise IT environments and common business applications.
• Knowledge of cybersecurity principles and best practices.

Responsibilities:

• Manage and prioritize incoming IT support requests through help desk software, ensuring timely resolution and escalation when necessary.
• Coordinate daily activities of the IT support team, including scheduling, task assignment, and performance monitoring.
• Serve as a liaison between end-users and technical teams to communicate issues, updates, and solutions effectively.
• Maintain documentation of IT support processes, system configurations, and troubleshooting guides to support knowledge sharing.
• Assist in the deployment, configuration, and maintenance of hardware and software systems across the organization.
• Monitor IT systems for performance issues and coordinate with relevant teams to implement corrective actions.
• Provide training and support to end-users on IT tools, software applications, and best practices.
• Contribute to the development and enforcement of IT policies, standards, and security protocols.

Skills:

The IT Support Coordinator utilizes technical skills daily to diagnose and resolve hardware, software, and network issues, ensuring minimal disruption to business operations. Strong organizational and coordination skills are essential for managing support requests, prioritizing tasks, and facilitating communication between users and IT teams. Effective communication skills enable the coordinator to translate technical information into clear guidance for end-users and to document processes comprehensively. Problem-solving abilities are applied to identify root causes of issues and implement sustainable solutions. Additionally, knowledge of IT policies and security practices supports the role in maintaining compliance and safeguarding organizational data.