Senior IT Operations Coordinator

Ellis Porter • Troy, MI

51d • Hybrid

About The Position

The Senior IT Operations Coordinator supports daily technology operations and ensures consistent performance of hardware, software, and user support systems. This role is ideal for a detail-oriented IT professional with technical proficiency, strong communication skills, and a customer service mindset. This role will deliver helpful, timely support so Porters can focus on client outcomes.

This position will support both our Troy, MI and Ann Arbor, MI offices as an on-site or hybrid role. Please note - although this role can be hybrid, all work must be performed within the United States.

Requirements

• Bachelor’s degree in Information Technology or related field.
• 4+ years of experience in IT support, systems administration, active directory, and/or working with a MSP.
• Advanced user and administrative knowledge of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), PowerBI and Power Automate.
• Familiarity with Entra ID and Active Directory integrations, particularly as related to HRIS systems (RoboMQ/Hire2Retire and BambooHR).
• Experience using Microsoft Intune for device management.
• Proven ability to set up and troubleshoot firm-issued laptops and perform routine maintenance.
• Basic understanding of networking principles (LAN/WAN, VPN, IP configuration).
• Foundational knowledge of cybersecurity best practices.
• Strong written and verbal communication skills to effectively collaborate with end users and external IT support, including MSP.
• Strong problem-solving, time management, and multitasking abilities with a service-oriented approach.
• High level of attention to detail.
• Commitment to exceptional customer service, ensuring timely, proactive, and client-focused solutions.
• Desire to work in a progressive, high-growth environment with a startup mentality.
• Passionate proponent of immigration and global mobility.
• Strong cultural competence in working with diverse teams.
• Kindness, empathy, diversity and inclusion as key strategic drivers of business success.

Responsibilities

• Monitor and be a steward of the Service Ticket Queue through the Managed Service Provider's (MSP) portal, including categorizing and prioritizing open tickets, submitting clear and brief summary of issue(s), attach helpful screenshots or logs and do weekly cleanup to reduce long running tickets and meet SLAs we set.
• Coordinate with MSP technicians and internal team members to ensure timely resolution of IT-related issues and compliance adoption.
• Prepare, configure, and deploy firm-issued laptops for new hires and equipment replacements, including coordination of shipments and returns (Ex. FedEx or USPS).
• Advance a zero-touch mindset for software, using Intune or similar products for joiners, movers, and leavers, including documented checklists and audit trails; include across firm platforms.
• Manage access across Entra groups, M365 groups, distribution lists, and shared mailboxes.
• Advance cyber security controls in coordination with Compliance, including MFA spot checks, Defender alerts triage with MSP, and phishing simulation logistics.
• Set up workstations/offices with necessary desk IT equipment and appropriate connectivity.
• Troubleshoot VoIP phone systems, physical phones, and copiers.
• Obtain and review hardware and software quotes from vendors for purchasing needs.
• Serve as a liaison between MSP and other internal teams to communicate technology requirements, connectivity, and cybersecurity concerns.
• Track software licenses, warranty status, subscriptions, and renewals to maintain compliance and budgeting accuracy with Finance.
• Conduct research on emerging and existing technologies and recommend new tools that align with firm culture and operational needs.
• Asset management and assistance with preparing Personal Property Tax filings annually.

Benefits

• Opportunity to do challenging and highly rewarding work at a fast-growing firm with an inspiring mission.
• Opportunity to join intelligent, creative, and dedicated immigration professionals who value respectful, collaborative working relationships.
• Inclusive firm culture celebrating diverse perspectives, backgrounds, identities, and experiences.
• People-centered workplace policies and flexible work schedules, including remote work opportunities.
• Competitive compensation, health/dental/vision/life insurance benefits, a 401(k)-retirement savings plan with employer-matching, and a generous paid-time-off policy.
• Casual attire, plenty of free food, and regular opportunities for exposure to international cuisine and culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level