Information Technology Coordinator

Information Technology Coordinator

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Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity, and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

Responsibilities

• Function as IT coordinator. Provide personnel at all locations with IT support by understanding requirements and mobilizing/coordinating support from site personnel.
• Field general IT questions/issues as needed. Provide direct IT support to personnel if a problem requires quick action and management personnel are not readily available.
• Execute employee on-boarding and off-boarding IT-actions.
• Manage hardware/software requests to include:
  • Maintaining a knowledgebase of current hardware and software to support maintenance, enhancements, and refresh cycles.
  • Facilitate item delivery, asset tracking, installation request, installation progress, product documentation, driver maintenance, and end-user feedback.
• Assist offices/individuals by providing support/advice for completing hardware/software requests.
• Assist in the approval, installation, configuration and ongoing support of unique, non-enterprise software.
• Assist/coordinate or develop solutions on issues related to the connectivity and configuration of non-enterprise systems network or software configuration, in compliance with proper security principles.
• Assist Mission Support Division (MSD) in IT-related tasks associated with the implementation of enterprise system hardware and software initiatives such as Approve-It, Bluebeam, e-signature, and E-distribution etc.
• Coordinate/manage senior management IT requests.
• Provide or arrange specialized training for unique hardware or software (i.e., Skype, Remedy entries, IT HW/SW Request process, VTC scheduling etc.).
• Monitors status of open Remedy tickets and assist in tracking, prioritizing, and resolving open tickets with applicable NR IT personnel to ensure tickets are resolved within established service level agreements. Ensure compliance with Help Desk Service Level Expectations.
• Identify IT-related trends and problems that prevent employees from accomplishing their work, recommend solutions, and take/coordinate actions to resolve.

• Develop, assist, or implement efforts to streamline IT-related processes utilizing common NNL processes/systems wherever possible; however, any processes utilized (either enterprise- established or customized) should be the same for all employees (regardless of site) whenever practicable.
  • common new employee account creation process
  • common NTK processes
  • moves, adds, and changes of IT equipment o new employee checklist, departing employee checklist
  • on-boarding and off-boarding employees
• Coordinate IT support for project oriented IT requests.
• Make recommendations, provide input, and utilize/leverage IT systems and technologies to assist users to be more efficient and effective in their work. Coordinate or provide software application development.

• Assist in telecommunication items (scheduling and troubleshooting).
  • Voice (i.e., telephone, voice mail, audio conferencing, iPhone, speakerphones, STE's)
  • Data (i.e., faxes, connectivity for special systems)
  • Video (i.e., videoconferencing unit, contractors systems)
• Ensure new/transferred employees' telecommunications needs are met using current process or by developing common procedures to include direct customer feedback.

• Build/develop, maintain, review, actively follow, and regularly update any documents that track the progress of IT-related tasks and projects/initiatives.
• Interface/communicate with IT Branch and Business Management Branch staff to ensure tasks and priorities are understood and completed effectively.
• Routinely/periodically brief IT managers on the progress of IT projects and initiatives.
• Actively work to complete tasks, initiatives and projects to established completion dates and inform IT management when dates cannot be met and the reasons for missing completion dates.
• Maintain awareness of cyber, physical security, and safety-related rules, policies and procedures. IT-support actions and practices should comply with those policies.
• Understand, interact, and communicate with IT Department (management and staff) in order to effectively coordinate support IT initiatives/projects.
• Develop, maintain, and document IT-related policies, processes and procedures utilizing the most effective IT tools or systems.

• Bachelor's degree from an accredited college or university and a minimum of four years
• relevant experience; or Master's degree in a related field from an accredited college or university and a minimum of two years relevant experience
• Project Management Experience
• Microsoft certification or Proficiency in Microsoft applications including Word, Excel, SharePoint and Outlook.
• Exhibit a professional appearance and courteous manner
• Ability to work on tight deadlines
• Demonstrate ability to articulate technical ideas and concepts through verbal and written communications in a clear and concise manner

• Experience with software development processes.
• Demonstrate strong customer service skills, coupled with strong teaming, organization and interpersonal skills.
• Demonstrate experience in proactively resolving issues and improving processes.
• Demonstrate prioritization abilities and work on multiple tasks and see through to completion.
• Experience supporting employees by facilitating interdepartmental communications and interactions between internal and external parties.
• Knowledge of network operations.
• Knowledge of systems administration (Active directory, group policy, etc.).
• Knowledge of file management, transcription, and other administrative procedures.
• Experience developing and implementing new policies and processes.
• Experience with BMC Remedy suite or other ticketing system.

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• 20 days of personal leave plus paid federal holidays
• Professional development and training assistance