Overview
Sound Productions (SoundPro), a leading distributor and solutions provider in the Pro-AVL industry, is seeking a proactive, organized, and technically skilled IT Support Coordinator. This role ensures the smooth operation of daily IT activities, coordinating helpdesk workflows, resolving tickets, and maintaining consistent service delivery across incidents, problems, and changes. Acting as the first line of defense for technology issues, this position bridges user support and IT service management while assisting the Technology Manager in optimizing workload and improving efficiency across business systems.
The ideal candidate thrives in a dynamic environment, enjoys solving problems, and takes pride in creating order through process and procedure. They combine a strong understanding of IT systems, ERP troubleshooting, and customer service with a mindset focused on continuous improvement. This position is perfect for someone who communicates clearly, adapts quickly, and takes ownership in ensuring that technology reliably supports the business every day.
Responsibilities
Technical Support and Troubleshooting (40%)
- Provide Tier 1–2 technical support for end users across hardware, software, and network systems.
- Support ERP and business system users in resolving access, performance, and workflow-related issues.
- Assist in deploying software updates, configurations, and endpoint management tasks.
- Document root causes and recurring issues to support process improvement initiatives.
Service Coordination and Helpdesk Operations (30%)
- Monitor and manage IT service tickets through Freshservice, ensuring timely response and resolution.
- Troubleshoot and resolve user tickets related to software, hardware, ERP systems, and network issues.
- Classify, prioritize, and escalate incidents, problems, and changes according to established procedures.
- Partner with the Technology Manager to review ticket trends and reprioritize based on impact and urgency.
- Maintain documentation for incidents, changes, and asset management updates.
Process and Continuous Improvement (20%)
- Help define and refine ITIL-aligned processes for incident, change, and problem management.
- Track key performance indicators and identify areas for service improvement.
- Assist with change management planning, testing, and communication to end users.
IT Projects and Documentation (10%)
- Support IT projects by coordinating tasks, maintaining schedules, and updating project records.
- Document project milestones, progress, and dependencies to assist IT leadership.
Qualifications
- 2–5 years of experience in IT Support or IT Operations.
- Familiarity with ITIL concepts and service management frameworks. (Freshservice experience is a plus)
- Hands-on experience resolving ERP-related issues (Acumatica preferred)
- Proficiency with Microsoft 365, Active Directory, and Windows environments.
- Strong communication, documentation, and coordination skills.
Why Choose SoundPro?
Since 1973, SoundPro has been the trusted source for audio, video, and lighting gear. With over 50 years of excellence, we’ve built a reputation on quality, expertise, and customer-first service. Our competitive, driven team thrives on innovation and collaboration, and we celebrate every win.
SoundPro is more than just a place to work, it's an experience. We are powered by people – our own and those in our industry. We believe that people come first, are dedicated to serving those around us, and are committed to keeping our industry special, while making a positive impact on our communities. We care about our Team and along with an amazing company culture, we offer Comprehensive Health Plans, PTO and Wellness Time Off, Paid Volunteer Time Off, 401k, Paid Maternity and Paternity Leave, Training and Professional Development, Product Discounts, Casual Dress Code, and a Fun and Funky Culture.
