AMS Administrator/Systems & IT Technician

Job Description

Job Description

Who we are:

ICMA is a mission-driven nonprofit organization dedicated to advancing professional local government. Founded in 1914, ICMA is the leading professional association for local government leaders, managers, staff, and stakeholders – serving more than 14,000 members across the globe. As a membership association, we equip professionals with the research, knowledge, and tools needed to create and sustain thriving communities.

By advancing professional local government, we help communities deliver better services, engage residents, enable economic development, strengthen leadership, uphold ethics, and provide forward-thinking management.

We ensure a diverse and inclusive workplace by welcoming people of different backgrounds, experiences, abilities, and perspectives and by learning from each other, individually and collectively.

A Great Opportunity:

ICMA is seeking a uniquely skilled IT professional to administer the organization's Association Management System (AMS), NetForum, and provide day-to-day IT operational support. The ideal candidate must be experienced in systems administration and IT support and possess a customer-centric approach to ensuring end-users' needs are satisfactorily met. Excellent technical and problem-solving skills are a must.

Prior experience working for a nonprofit, membership association, or trade association is preferred.

The selected candidate will work onsite at our state-of-the-art headquarters three days a week or more, as needed, based on the organization's priorities.

The salary for the AMS Administrator/Systems & IT Technician is based on experience, with a range of $80,000 to $98,062.

This position reports directly to the IT Manager.

What you'll do:

AMS Administration

1. Identify and implement solutions to complex business process issues within ICMA's Association Management System (AMS), NetForum.
2. Consult with business teams to understand operational needs, prioritize projects and initiatives, and integrate continuous improvement into departmental processes.
3. Conduct training sessions for new and existing AMS users.
4. Integrate other software systems with the AMS and, as the subject matter expert, advise business teams on system integration requirements and impacts.
5. Coordinate with technical vendors to develop solutions, debug system issues, and implement customizations.
6. Monitor AMS data integrity, perform issue prevention activities, and oversee system maintenance and cleanup.
7. Determine the project scope, goals, objectives, and information requirements for proposed application software systems.
8. Develop flowcharts that document business processes, workflow procedures, inputs, outputs, and the effects proposed changes will have on the system.
9. Build and update data queries and reports using AMS data.
10. Coordinate with the Business Intelligence Analyst to support AMS data collection.

Other Systems & IT Support

1. Troubleshoot and provide technical support for end-user hardware, software, network, telecom, application, and printer issues.
2. Assist staff with IT needs, evaluate vendor software features, and maintain end-user devices to support reliable day-to-day operations.
3. Provide support for applications, including Microsoft 365 applications, Teams, Zoom, web browsers, files, and print access.
4. Work with vendor support contacts to resolve technical problems with computer equipment and software.
5. Monitor and support meetings to ensure equipment is working correctly and to serve as backup host when needed.
6. Recognize, research, isolate, and resolve information systems problems and requests.
7. Manage Help Desk tickets from intake through resolution by gathering information, documenting requests, resolving service tickets, and escalating issues to other support team members as needed.
8. Document work performed on incidents, service requests, and change requests.
9. Assist with provisioning and deploying laptops for ICMA staff.
10. Provide user support through remote support software, email, Teams, Zoom, phone, and in-person assistance as needed.
11. Participate in new hire orientation by setting up, assigning, deploying, and training employees on computer equipment.

What you need to be successful in this role:

• B.S. or B.A. degree in technology-related field
• Five (5) or more years of experience in IT support and association management systems or a related field

Preferred Qualifications

• Experience utilizing Power BI or other data visualization tool experience

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of SQL report development and experience developing SQL queries
• Experience working with NetForum Enterprise AMS
• Experience working with Content Management Systems (CMS)
• Working knowledge of Generative AI tools, including Microsoft Copilot
• Strong project management, organizational, problem-solving, and decision-making skills, including the ability to manage changing priorities, work independently, multitask, and meet deadlines consistently
• Analytical acumen and proficiency in generating and evaluating business forecasts, metrics, and reports
• Excellent verbal, written, presentation, and business communication skills, with high attention to detail and the ability to interact effectively with all levels of ICMA employees
• Demonstrated interpersonal and collaboration skills, including the ability to work with diverse groups, convey ideas, influence others, obtain cooperation, and sustain productive working relationships internally and with outside parties
• High degree of integrity and ability to handle confidential matters and sensitive situations with discretion
• Advanced knowledge of Windows operating systems, Microsoft 365 applications, MS Office installation and operation, Teams, Zoom, web browsers, file access, and print services
• Experience troubleshooting hardware and printer issues, with a general understanding of network security practices and anti-virus programs across devices
• Excellent customer service skills and attention to detail

Physical Requirements/Work Environment

The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in-person at ICMA's headquarters in Washington, D.C., with a minimum of three days per week onsite, with the remaining days in a home office environment. Additional in-person work may be required based on business needs.
• Work is typically performed in an office environment free from hazards or unpleasant environmental conditions.

What we can offer you:

• A collaborative and collegial working environment where teamwork and individual contributions are valued
• A competitive salary
• A comprehensive benefits package that includes employer sponsored health, dental, life, disability, and employee assistance benefits
• Paid time off to include vacation, sick leave, holidays, and floating days
• Generous retirement plan
• Opportunities for ongoing professional development

This position is based out of ICMA's headquarters, located in Washington, D.C. The selected individual must be able to work the core business hours from 8:30 am to 5:00 pm ET.

A high-speed internet connection is required when working virtually. Personnel will provide the internet service at their own expense. The internet connection must be of sufficient bandwidth to allow the team member to efficiently perform their regular job functions and participate in virtual meetings.

The selected candidate must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

EEO Statement

At ICMA, we strive to promote and sustain a culture of diversity, inclusion, and belonging every day. ICMA is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, sex/gender, sexual orientation, gender identity or expression, age, disability, protected veteran status, or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists, and National Guard) as well as military spouses to apply for ICMA job opportunities.