Job Description

POSITION SUMMARY:

The Coordinator, Technical Support, plays a key role in ensuring the smooth operation of AOTA's IT systems. This position provides technical assistance to staff, manages helpdesk activities, supports enterprise software, coordinates hardware and software procurement, and maintains IT documentation.


This role works collaboratively with AOTA's Internal IT Team and a Technology Consultant to ensure all tickets and system requests are addressed in a timely, coordinated, and effective manner. The ideal candidate is proactive, demonstrates strong troubleshooting and customer service skills, and works collaboratively with internal teams and external vendors in a mission-driven environment.

WORK ENVIRONMENT (Remote):

This position is fully remote with hybrid options in the Bethesda, MD Headquarters.

POSITION SPECIFIC DUTIES:

Helpdesk Support


Respond to IT support requests via phone, email, and ticketing system in a timely and professional manner. Troubleshoot and resolve technical issues or escalate as needed to internal IT staff or external vendors. Conduct follow-up to confirm resolution and ensure staff satisfaction. Provide remote support and create clear, user-friendly instructional materials. Maintain and update internal help documentation and training resources.

Hardware & Equipment Support


Coordinate procurement, setup, and deployment of IT equipment for new hires and existing staff through the Managed Services Provider (MSP). Assist with basic troubleshooting and translate technical needs for MSP support. Ensure hardware inventory and documentation are accurate and up-to-date.

Software & Applications


Support and administer enterprise applications, including Zoom, Formstack, Salesforce (in conjunction with Salesforce Administrator), and other SaaS solutions. Monitor software licensing and ensure compliance with vendor agreements. Troubleshoot software issues and coordinate with vendors to implement solutions.

System & Access Management


Support user access requests, permissions, and security protocols, including multi-factor authentication and password vaults. Assist staff with account management, login issues, and IT security best practices.

Collaboration & Communication


Work closely with IT leadership, internal teams, and external vendors to support organizational goals. Document processes and provide knowledge-sharing resources to improve team efficiency. Participate in IT planning, problem-solving, and cross-functional projects as needed. * Performs other duties as assigned.