IT Coordinator

IT Coordinator

Reporting to the Director of Enterprise Systems, Technology & Data Strategy, the IT Coordinator provides hands-on, service-oriented support for the organization's technology environment, enterprise systems, and end users. The role coordinates day-to-day technical support, equipment and account administration, vendor service requests, routine system maintenance, documentation, and assigned technology projects. Working within Ronald McDonald House Atlanta technology policies, standards, procedures, and priorities established by the organization, the IT Coordinator helps maintain secure, reliable, and effective technology services; escalates complex issues and risks; supports user adoption and training; and contributes to system implementations, data quality, process improvement, and business continuity activities across the organization.

Primary Job Duties

• Receive, document, prioritize, resolve, and escalate technology support requests in accordance with established service standards. • Set up, configure, deploy, maintain, and recover laptops, desktops, mobile devices, printers, meeting-room technology, peripherals, and approved software. • Support user onboarding, changes, and offboarding by coordinating equipment, accounts, permissions, licensing, and access reviews. • Perform routine troubleshooting and maintenance for Microsoft 365, SharePoint, business applications, networks, telecommunications, and other supported technologies. • Coordinate unresolved incidents and service requests with managed service providers, software vendors, and consultants; maintain ownership of communication and follow-up through closure. • Monitor routine system alerts, backups, integrations, and scheduled processes; document findings and promptly escalate outages, security concerns, or recurring failures. • Maintain accurate hardware and software inventories, asset assignments, warranties, licenses, configuration records, procedures, and knowledge-base content. • Apply approved patches, updates, configurations, and access changes within established change-management and cybersecurity procedures. • Support technology projects by completing assigned tasks, maintaining schedules and documentation, testing solutions, tracking issues, and preparing status updates for the Director. • Assist with enterprise-system administration and integration activities as assigned. • Provide user guidance, job aids, and training for technology tools, cybersecurity practices, and newly implemented processes. • Route routine IT requests to Leapfrog, the external IT support provider, to ensure prompt stakeholder assistance and efficient use of internal IT resources. • Collect user requirements and feedback, identify recurring issues, and recommend service or process improvements to the Director. • Support disaster recovery, business continuity, cybersecurity awareness, and periodic access or asset audits. • Assist with vendor quotes, purchase documentation, invoice validation, renewals, and implementation logistics within approved budgets and contracts. • Operate within Ronald McDonald House Atlanta technology policies, standards, and procedures; protect confidential and sensitive information; and comply with applicable privacy, data-governance, cybersecurity, access-control, and acceptable-use requirements. • Perform other technology support and coordination duties assigned by the Director of Enterprise Systems, Technology & Data Strategy.

Knowledge Application

• Coordinate assigned technology support activities and initiatives in accordance with priorities, standards, and project plans established by the Director. • Support IT projects from planning through implementation, including system upgrades, software deployments, equipment rollouts, and infrastructure improvements. • Serve as a first point of contact for end users and coordinate with departments, vendors, managed service providers, and technical resources; document needs, communicate status, and escalate complex issues to the Director. • Coordinate assigned work with vendors, contractors, managed service providers, and internal stakeholders, following the Director's guidance on priorities, standards, and technical solutions. • Maintain task lists, schedules, documentation, and resource information for assigned projects, and identify operational impacts or dependencies for review by the Director. • Track assigned project tasks, service levels, system performance, and open issues; provide timely status updates and escalate risks involving deadlines, quality, security, scope, or cost. • Provide and coordinate day-to-day technical support, troubleshoot common issues, provision equipment and user access, and help maintain the availability of hardware, software, network, meeting-room, and communication systems. • Maintain support records, procedures, inventories, licenses, configurations, and other technology documentation; follow organizational policies, cybersecurity standards, access-control requirements, and recordkeeping practices. • Identify recurring support needs and improvement opportunities, recommend practical solutions to the Director, and assist with approved system enhancements, integrations, automation, reporting, and user-training activities.

Education and Experience • Undergraduate degree in information technology, computer science, business systems, or a related field preferred; equivalent relevant education, training, certifications, and experience may be considered. • Prior experience providing end-user support, administering technology assets or accounts, coordinating vendors, and supporting business applications or IT projects is preferred. Experience in a nonprofit environment and familiarity with Microsoft Office and SharePoint.

Skills

Core Business & Process Improvement Skills • Active Learning: Evaluates emerging technologies, software solutions, and integration opportunities to improve business processes and system performance. • Critical Thinking: Analyzes workflows and identifies opportunities to streamline operations through automation, system enhancements, and improved technology utilization. • Reading Comprehension: Interprets technical documentation, software specifications, integration requirements, and vendor materials. • Speaking & Writing: Communicates technical concepts, system changes, and project updates effectively to both technical and non-technical stakeholders. • Monitoring: Tracks system performance, user adoption, and process outcomes to identify improvement opportunities.

Collaboration & Stakeholder Management • Gathers business requirements and understands operational challenges to recommend effective technology solutions. • Collaborates across departments to ensure successful implementation of integrated systems and streamlined workflows. • Develops and delivers training for end users on new systems, applications, and automated processes. • Provides responsive technical support and proactively identifies ways technology can improve employee productivity. • Communicates service needs, follows up on open items, and supports the Director in coordinating vendors and department stakeholders. • Understands user needs and change management challenges associated with system implementations.

Systems Integration & Process Optimization • Identifies process inefficiencies and recommends practical technology solutions that improve accuracy, productivity, and the user experience. • Evaluates business processes and identifies opportunities for approved system integrations and workflow automation to improve outcomes. • Monitors system performance and process efficiency, documents findings, and recommends improvements to the Director. • Resolves routine issues within established procedures and presents requirements, options, risks, and cost considerations to the Director for higher-impact decisions.

Disclaimer This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to revise or amend duties as needed due to business necessity or organizational changes.