IT Support & MSP Coordinator

The O’Neil Group Company is seeking an IT Support & MSP Coordinator to oversee internal IT support and ensure day-to-day technology needs are addressed through effective coordination with our Managed Service Provider. This role is responsible for making sure IT support runs smoothly, tickets are moving, users receive timely assistance, and larger network, security, and infrastructure matters are monitored and escalated appropriately.

This is not intended to be a traditional internal help desk role. Routine, lower-level support tasks such as password resets, email account setup, basic access changes, and similar requests should generally be handled by the MSP; this role may assist with those items only when priorities allow.

The primary focus is on MSP accountability, project coordination, controlling costs, vendor management, emergency response, new hire workstation setup, monitoring licensing and accessibility issues, and keeping the organization’s technology environment smooth, secure, and responsive.

What You’ll Do

• Serve as the primary internal liaison for the MSP, ensuring help desk tickets are documented, prioritized, assigned, escalated, and resolved in a timely manner.
• Monitor open tickets, follow up on aging items, communicate status to users and leadership, and hold the MSP accountable for service expectations.
• Coordinate with the MSP on network monitoring, cybersecurity, device management, backups, user access, system updates, and infrastructure health.
• Support IT projects, technology changes, office moves, acquisitions, process improvements, and vendor coordination across multiple entities.
• Assist with IT budgeting, vendor invoices, cost allocations, approvals, renewals, and recommendations for technology investments.
• Respond to urgent IT situations by coordinating internal communication, MSP escalation, vendor involvement, and follow-through until resolution.
• Provide hands-on onsite support for new hire workstation setup, equipment moves, accessibility issues, urgent connectivity needs, and basic device or peripheral troubleshooting.
• Track IT equipment, user access, system documentation, recurring issues, and operational needs to help ensure a smooth and secure technology environment.
• Monitor cybersecurity awareness activity, phishing campaign results, and related reporting in coordination with the MSP and management., The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

• Experience coordinating IT support, technology operations, vendor relationships, or MSP services.
• Ability to co-manage ticket flow, track follow-up, escalate appropriately, and communicate clearly with both users and technical partners.
• Strong organizational skills with the ability to manage projects, priorities, budgets, vendors, and urgent issues in a fast-paced environment; meeting deliverables and deadlines.
• Working knowledge of Microsoft 365, Teams, SharePoint, Entra, Windows environments, basic networking, cybersecurity concepts, and user access management.
• Comfortable working with technical teams without needing to personally resolve every issue hands-on.
• Strong business communication skills and the ability to translate user needs, risks, and priorities into clear direction for the MSP.
• Practical troubleshooting ability for workstation setup, accessibility issues, printers, phones, connectivity, and common end-user needs when onsite support is required.
• Ability to work full-time onsite in Colorado Springs and occasionally assist after hours for outages, upgrades, or urgent support needs.

Preferred Qualifications

• Experience working directly with or managing a Managed Service Provider.
• Experience supporting IT projects, vendor management, budgeting, renewals, or technology planning.
• CompTIA A+, Network+, Microsoft Certified Professional, or similar certification.
• Experience with Microsoft 365, Teams, SharePoint, Entra, VoIP phone systems, cybersecurity awareness programs, or IT asset management.
• Experience in AI productivity tools such as Microsoft Copilot, ChatGPT, or Claude and knowledge of organizational guardrail necessities.

The salary range for this position at The O’Neil Group Company, LLC is $65,000-$80,000.

The base pay salary is a calculated industry-based estimate and is what the O’Neil Group Company, LLC may pay for anyone seated in this position throughout their tenure at our company. This estimated range of $65,000-$80,000 range is based on a number of factors including but not limited to market location, job-related knowledge, education or training, skills, and years and types of experience.

The O’Neil Group Company, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

The O’Neil Group Company, LLC is committed to building a diverse staff and encourages applications from minorities.