Details
Posted: 03-Aug-22
Location: D.C.
Type: Full Time
Salary: 56000+
Categories:
Information Technology and Web
Title: Technical Support Coordinator – Washington, DC Office
Division: Data, Research & Technology
Department:
Reports to: Sr. Manager, Business Analytics
Level: Coordinator
Status: Full time, exempt
Direct Reports: This position does not supervise others
Position Purpose
The Technical Support Coordinator position is a hybrid role that requires an IT generalist who is able to assist internal staff with basic technical issues as well as specialize in both product set up as well as accounts receivable set up and invoicing in our database of record. The incumbent will be trained in all aspects of our system and will, in turn, provide assistance and training to other staff as needed. An important focus of this position will be to work within a standard set of processes that will be adhered to globally by similarly trained staff in other CASE regions. It is expected that the individuals in this role globally will form a centralized core of specialists who are able to “step in” to assist each other in order to balance the workload around the World.
Essential Functions
The core functions of this position include but are not limited to the following:
Database and Systems Management
- Set up and manage all products in the Associated Management database system (Personify) relating to CASE US/Can; events, research, membership offerings, sponsorship, and the other programs, and serve as backup for product set up in the other regions.
- Create invoices (excluding event registration, corporate partner renewals and membership dues renewals) in Personify as requested by staff and serve as backup for invoicing in the other regions.
- Act as Database Expert (Personify) for the US/Can region. Work closely with Sr. Manager of Business Analytics, the Director of Data Administration, and the Technical Support Coordinators from other regions to ensure there is global standardization of processes relating to the database.
- Work closely with the Technical Support Coordinators in other regions to help balance the global workload.
- Provide database maintenance ensuring accuracy and help to improve data cleansing processes.
- Develop strong familiarity with, and provide support and training for, CASE’s core applications (Microsoft Office 365, Adobe, Sophos, Zoom, SmartSheet, Personify etc.).
Office IT Support
- Serve as a secondary point of contact for CASE staff in the US/Canada region seeking technical assistance. Walk colleagues through steps to help them resolve their technical problems.
- Assist with the installation of new hardware and software as required.
- Ensure proper recording, documentation and closure on issues. Properly escalate unresolved issues to our third-party IS support team.
Other
- Act as data steward to oversee procedures, manage data quality, implement policy changes.
- Assist in a collegial way with the membership, marketing and communications, educational programs, administrative and other activities of CASE.
- Collaborate with CASE colleagues in other parts of the world to ensure the best sharing of effective practices.
- Perform other duties as assigned by the Sr. Manager of Business Analytics.
Fiscal Management/Budget Responsibilities/Judicious Use of Resources
- Exercises fiscal responsibility in the utilization of all CASE resources.
Liaison Responsibilities
- Works cooperatively and diplomatically with all divisions and regions.
- Liaises with CASE colleagues in other parts of the world to ensure the best sharing of ideas, expertise and knowledge.
- Incorporates tasks and/or projects related to objectives as directed by the CASE Strategic Plan.
Image Responsibilities
- In keeping with the CASE Values Statement, ensures that CASE is well represented by exercising a high degree of professionalism, accuracy, and ethics, in all activities, services, and products.
Performs other duties and responsibilities as assigned by the Supervisor.
POSITION REQUIREMENTS
Education and Experience: A minimum of two years’ experience in a similar role or an academic background in a technology-related field. Experience working in an association or non-profit preferred. Experience with Personify a plus.
Skills and Abilities:
- A demonstrated interest in advancing education in the not-for-profit sector.
- A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion.
- An understanding and interest in engaging with a broad range of cultures and countries.
- Ability to demonstrate a technical, logical thought process and the ability to stick with a problem until it is resolved to the end-user’s satisfaction.
- Proven problem-solving skills and excellent, pro-active customer service and satisfaction skills.
- Excellent attention to detail.
- An ability and willingness to undertake, and deal effectively, efficiently, and appropriately with administrative responsibilities.
- An ability to manage small projects with ease.
- A high level of skills in oral and written correspondence with professionals and those with expertise.
- High comfort level with IT systems, and a good working knowledge of Microsoft Office 365 and management of CRM and other databases systems.
- A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion.
- Ability to uphold a strict level of confidentiality. (CASE is a global organization that adheres to global data privacy standards.)
- A pro-active and can-do attitude, even when working under pressure and with all levels of staff. Experience in an international environment desired.
- Education-related experience a plus.
- Must have a strong customer service orientation.
Management reserves the right to review and revise this document at any time. This document represents a description of intended job content, and should not be construed in any way to be a contract of employment.
CASE Vaccination Policy: Vaccination against COVID-19 is an important tool in helping to prevent infection and reduce hospitalisation and mortality. CASE vaccination policy is as follows for each regions:
US/CAN and Latin America offices: To access a CASE office, you must be fully vaccinated for COVID-19 or have an approved exception to this requirement as an employee with an approved medical or religious exemption (U.S.) or be subject to testing or other national/local restrictions in effect where the CASE office is located.
Europe and Asia Pacific Offices: CASE strongly encourages staff to obtain the most current COVID-19 vaccine and booster as soon as it is available to them unless they are ineligible to receive the vaccine due to medical reasons.
Alternative Work Arrangement: As of January 1, CASE implemented an Alternative Work Arrangement policy where, after 4 weeks of employment, eligible staff are given the opportunity to work from home up to 2 days per week and in office 3 to 4 days per week.
