Sr. Coordinator, Information Systems
The Council for Advancement and Support of Education (CASE) is recruiting for a Sr. Coordinator, Information Systems Reporting to the Manager, Technology Projects and Initiatives.
CASE is a global not-for-profit and membership association whose vision is to advance education to transform lives and society. Its mission is to inspire, challenge and equip communities of professionals to act effectively and with integrity to champion the success of their institutions. Advancing education in over 3,600 member institutions, CASE has 85,000 members in 82 countries.
Broad and growing communities of professional practice gather under the global CASE umbrella. Currently these include advancement services, alumni relations, communications, fundraising, government relations, institutional leadership and marketing. Individual members are at all stages of their career and may be working in universities, schools, colleges, cultural organizations or other not-for-profits. CASE membership also includes many corporate partners. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work.
Headquartered in Washington, DC, CASE works across all continents from its regional offices in London, Singapore and Mexico City. CASE works to achieve a seamless experience for all its stakeholders: particularly its members, volunteers and staff. Working together across time zones and borders, CASE staff in all offices seek to make the ambitious OneCASE aspiration a reality.
The main purpose of the Sr. Coordinator, Information Systems role is to resolve daily technical issues for all CASE staff. As an IS team member, the Sr. Coordinator, Information Systems will be required to perform efficient troubleshooting and computer/network triage as necessary, diagnose and resolve basic technical hardware and software issues, and respond verbally and electronically to issues involving end-user support for CASE staff globally.
The core functions of this position include but are not limited to the following:
- Work with the Manager, Technology Projects and Initiatives, consultants, and key staff to assess and solve organization-wide information systems issues.
- Provide front-line support for workstation issues (hardware and software related) as reported and tracked through the CASE IS helpdesk ticket system.
- Develop strong familiarity with and provide support and training for CASE’s core applications (Microsoft Office 365, Adobe, Sophos, RingCentral Suite, SmartSheet, SmartSync, Kayako, etc.).
- Assist with the installation of new hardware and software.
- Assist with technology projects as assigned.
- Serve as the first point of contact for CASE staff globally seeking technical assistance. Walk colleagues through steps to help them resolve their technical problems.
- Maintain an inventory of all IS equipment.
- Setup and maintain all IS-related equipment. Provide minor repair of IS equipment as needed. Replace equipment as necessary with Manager’s approval.
- Ensure proper recording, documentation and closure on issues. Properly escalate unresolved issues to our third-party IS support team.
- Maintain IS office/computer room to ensure it is neat and organized.
- Analyze records and logs to spot underlying trends and potential issues.
Fiscal Management/Budget Responsibilities/Judicious Use of Resources
- Exercise fiscal responsibility in the use of all CASE resources.
- Collaborate with CASE colleagues in other parts of the world to ensure the best sharing of effective practices.
Performs other duties and responsibilities as assigned by the Supervisor.
Education and Experience:
- Bachelor’s degree, preferably in information technology or computer science.
- Three (3) or more years of experience in an IS-related field, or an equivalent combination of relevant experience and education/training required.
- Experience working in an association or non-profit organization preferred.
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 of and interest in engaging with a broad range of cultures and countries.
- Must have technical proficiency in basic IS administrative functions and be skilled in the use of office equipment and computer software, including Microsoft Office 365.
- Excellent communication skills, verbal and written, that allow engagement with levels of all stakeholders within an organization.
- Good interpersonal skills and proven ability to work independently and collaboratively. Ability to lead and/or participate on teams.
- Strong project management skills that provide the ability to manage multiple priorities and deadlines.
- A pro-active and can-do attitude, even when working under pressure and with all levels of staff.
- 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.
- Ability to uphold a strict level of confidentiality. (CASE is a global organization that adheres to global data privacy standards.)
Qualified applicants should click APPLY to upload their résumé and paste their cover letter with salary requirements. Applications without the required skills and experience or salary requirements may not be considered. Preference may be given to applications received before July 25, 2019. NO PHONE CALLS PLEASE.
CASE offers a competitive benefits package that includes comprehensive health insurance, to include a high-deductible medical plan option with a health savings account, a PPO medical plan option, dental insurance, a generous 10% retirement contribution, an employee assistance plan, employer-paid life and disability insurance with voluntary supplemental life insurance, voluntary vision insurance, flexible spending accounts, pre-tax commuting benefits, as well as legal and identity theft protection plans. After one year of service, staff are also eligible for tuition reimbursement.
We offer a collegial and collaborative work environment with many work-life balance programs, such as a 35-hour work week, regular weekly telecommuting for most exempt-level roles, paid parental leave after one year of service and generous accrued leave policies.