Coordinator, Technical Support; IT

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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.

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

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 elevate 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.

Education/Experience/Skills

• Bachelor’s degree, technical school graduate, or current student with relevant coursework in IT support.
• Minimum of 3 or more years of experience in IT helpdesk or technical support.
• Experience with Microsoft Windows applications, including Teams and SharePoint is required.
• Proficiency with commonly used platforms and the ability to quickly learn specialized solutions, including AOTA’s CRM, publishing platforms, program management tools, and form builders.
• Experience supporting user access management, permissions, multi‑factor authentication, password vaults, and other security protocols.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to users of varying skill levels.
• Analytical, detail‑oriented, and adept at troubleshooting and problem‑solving.
• Capable of managing multiple priorities, tracking progress, and meeting deadlines.
• Highly organized with methodical approach to work, including documenting processes and communicating status updates.
• Self‑motivated, collaborative, and able to work independently in a fast‑paced, mission‑driven environment.
• Demonstrated commitment to AOTA’s cultural values, including trust, respect, equity, inclusion, and member‑centered service.
• Adaptable and proactive, with a willingness to learn and…