Onboarding Scheduler

Position Overview

The Onboarding Scheduler plays a critical role in coordinating end-to-end onboarding operations for new users, ensuring seamless first-day readiness through efficient scheduling, communication, and logistical support. This role serves as a central hub between users, IT technicians, and asset management systems, driving operational efficiency, compliance, and a high-quality onboarding experience.

Key Responsibilities

• Coordinate and manage daily onboarding schedules, facilitating up to six technician appointments per day while ensuring optimal workflow and resource allocation.
• Serve as the primary point of contact for onboarding-related communication, supporting 50+ users weekly via phone, email, and collaboration platforms, and resolving inquiries with a strong focus on customer service and accuracy.
• Prepare users for first-day access by verifying account readiness, including Active Directory (AD), Microsoft 365 (M365), and Multi-Factor Authentication (MFA) setup.
• Validate user identity and authentication readiness using credentialing platforms such as USAccess (PIV), Entrust, and OneKey.
• Administer and monitor ServiceNow ticket queues, ensuring adherence to Service Level Agreements (SLAs), enforcing documentation standards, and escalating issues to maintain operational efficiency.
• Provide administrative and logistical support to IT technicians by managing ticket flow, asset allocation, and maintaining audit-ready documentation for field operations.
• Coordinate hardware lifecycle activities, including device refresh, recovery, and Return Merchandise Authorization (RMA) processing, ensuring accurate reconciliation within asset management systems.
• Manage shipping and tracking of IT equipment for remote users, maintaining strict chain-of-custody and updating records in the Configuration Management Database (CMDB).
• Image and deploy Government-Furnished Equipment (GFE) laptops using enterprise tools (e.g., Intune, MDT, Autopilot), ensuring compliance with security baselines and configuration standards.
• Maintain and update internal documentation, including onboarding procedures, contact directories, and software licensing records.
• Generate and deliver regular reports on onboarding status, ticket metrics, and inventory levels to support IT leadership decision-making.
• Support team operations by scheduling meetings, preparing agendas, and documenting/distributing meeting minutes and action items.

• High School level reading, writing, and analytical skills; Minimum of 1 year experience
• Experience in IT operations, onboarding coordination, help desk support, or administrative scheduling roles.
• Familiarity with ticketing systems (e.g., ServiceNow) and identity/access management processes.
• Working knowledge of Microsoft 365, Active Directory, and MFA setup.
• Experience with asset management systems and device deployment tools (Intune, MDT, Autopilot preferred).
• Strong organizational skills with the ability to manage multiple priorities and high-volume scheduling.
• Excellent communication and customer service skills.
• Ability to maintain accuracy, compliance, and documentation standards in a fast-paced environment.