IT Systems & Operations Coordinator

Role Overview

• Onboarding and Offboarding: Install, maintain, and procure technology hardware such as laptops, onsite workstations, and printers for employees. Manage user onboarding and offboarding for enterprise and general business applications such as but not limited to: Asana, Miro, Slack, and RingCentral. Provide end user support and access management to TalentLMS, including enrollment in mandatory trainings Mandated Reporter and Harassment Prevention. Support the IT team with new hire enterprise systems training. Manage Google Workspace User and Group administration.
• End-User Technical Support: Handle inbound level 1 and 2 service desk requests from staff regarding system and software related issues through Mojo Helpdesk; escalating complex or urgent issues to the Director, IT Systems & Operations. Provide in-person support to end users in NYC HQ office and remote support through ZohoAssist to end users working in other states. Maintain proper user permissions and data access, promoting best practices in system usage and data management. Communicate system updates, feature rollouts, and process changes to users in a clear and timely manner.
• Process & System Optimization: Assist in mapping current workflows across IT, HR, and Finance to identify manual bottlenecks, redundant data entry, and opportunities for automation. Execute the configuration and testing of automation tools (e.g., Zapier, internal scripts, etc.) to link systems, such as syncing timesheet data between platforms. Support the daily maintenance of cross-departmental integrations, monitoring for errors and performing first-level troubleshooting before escalating complex issues to the Director, IT System & Operations. Assist in gathering requirements from end-users in HR, Finance, and IT to understand pain points and translate them into clear technical tickets or project briefs for the Director, IT Systems & Operations. Evaluate and recommend vendors for hardware, software licenses, cloud subscriptions, and other IT services based on technical needs. Act as the primary point-of-contact for technology equipment vendors, leading procurement efforts.
• Telecommunication Management: Serve as the lead admin for RingCentral phone system. Configure and update RingCentral’s IVR (Interactive Voice Response) system, including call routing and ring groups for summer and year-round programs. Maintain the organization’s phone directory, ensuring accuracy and accessibility for all staff.
• Training and Documentation: Create and manage documentation on enterprise systems, hardware, projects, and technology implementations. Collaborate with IT team to tailor guidance and support to department-specific workflows. Gather user feedback to identify areas for additional support or training. Recommend best practices to optimize productivity and minimize errors.

Requirements

• 1
• 3 years of experience in IT support or operations coordination, ideally in a remote or nonprofit environment
• Experience using a help desk software system such as Mojo Helpdesk
• Strong interpersonal and communication skills with the ability to work across departments, support individuals with varying levels of technical proficiency, and adapt guidance to meet people where they are
• Strong organizational and project management skills for managing multiple projects, tasks, and systems simultaneously, with attention to detail and follow-through
• Experience with cloud-based platforms such as Asana, Google Workspace, RingCentral, Slack, etc.
• Ability to troubleshoot basic and intermediate hardware issues both remotely and in-person
• Ability to follow standard operating procedures (SOPs) and document processes clearly
• Adaptable and comfortable supporting both technical and operational tasks
• Awareness of industry standard cybersecurity principles, especially in SaaS environments

Tech Stack

• Cloud
• Cyber Security

Benefits

• Flexible working hours
• Health, dental and vision benefits including health plan options that are free for individuals
• 12 paid holidays including an office closure between Christmas Day and New Year’s Day
• 15 days of paid annual leave to start, and will increase by one day for each year worked for your first 5 years of employment
• Paid sick leave
• 403(b) Retirement Plan with employer match of 50% of elective deferrals, up to 3% of eligible compensation
• Student loan reimbursement
• Pre-tax commuter benefits
• $1,500 annual allowance for professional development