Coordinator, Technical Support

POSITION SUMMARY:The Coordinator, Technical Support plays a vital role in delivering a seamless, reliable technology experience for all AOTA staff. As a frontline partner to our employees, this position provides high-quality technical assistance, manages daily helpdesk operations, supports key enterprise systems, and oversees hardware and software procurement. The Coordinator also ensures that IT documentation is accurate, accessible, and up to date—helping the organization operate efficiently and confidently.This is an exciting time to join AOTA’s IT function. Our team is in a period of intentional rebuilding and modernization, creating opportunities to contribute ideas, improve processes, and shape a more responsive, user-centered technology environment. Working closely with AOTA’s Internal IT Team and our Technology Consultant, the Coordinator ensures that all tickets and systems requests are handled with urgency, clarity, and a service-oriented mindset.The ideal candidate is proactive, solutions-driven, and passionate about delivering exceptional customer service. They thrive in a collaborative, mission-driven environment and are energized by the opportunity to help build an IT team that puts people first.WORK ENVIRONMENT (Hybrid/Remote):This position is mostly remote with hybrid expectations in the Bethesda, MD Headquarters. POSITION SPECIFIC DUTIES:Helpdesk SupportRespond to IT support requests via phone, email, and ticketing system in a timely and professional manner.Troubleshoot and resolve technical issues or escalate as needed to internal IT staff or external vendors.Conduct follow-up to confirm resolution and ensure staff satisfaction.Provide remote support and create clear, user-friendly instructional materials.Maintain and update internal help documentation and training resources.Hardware & Equipment SupportCoordinate procurement, setup, and deployment of IT equipment for new hires and existing staff through the Managed Services Provider (MSP).Assist with basic troubleshooting and translate technical needs for MSP support.Ensure hardware inventory and documentation are accurate and up-to-date.Software & ApplicationsSupport and administer enterprise applications, including Zoom, Formstack, Salesforce (in conjunction with Salesforce Administrator), and other SaaS solutions.Monitor software licensing and ensure compliance with vendor agreements.Troubleshoot software issues and coordinate with vendors to implement solutions.System & Access ManagementSupport user access requests, permissions, and security protocols, including multi-factor authentication and password vaults.Assist staff with account management, login issues, and IT security best practices.Collaboration & CommunicationWork closely with IT leadership, internal teams, and external vendors to support organizational goals.Document processes and provide knowledge-sharing resources to improve team efficiency.Participate in IT planning, problem-solving, and cross-functional projects as needed.Performs other duties as assigned. EDUCATION/EXPERIENCE/SKILLS:Bachelor’s degree, technical school graduate, or current student with relevant coursework in IT support.Minimum of 3 or more years of experience in IT helpdesk or technical support.Experience with Microsoft Windows applications, including Teams and SharePoint is required.Proficiency with commonly used platforms and the ability to quickly learn specialized solutions, including AOTA’s CRM, publishing platforms, program management tools, and form builders.Experience supporting user access management, permissions, multi-factor authentication, password vaults, and other security protocols.Strong customer service orientation with excellent verbal and written communication skills.Ability to explain technical concepts clearly to users of varying skill levels.Analytical, detail-oriented, and adept at troubleshooting and problem-solving.Capable of managing multiple priorities, tracking progress, and meeting deadlines.Highly organized with methodical approach to work, including documenting processes and communicating status updates.Self-motivated, collaborative, and able to work independently in a fast-paced, mission-driven environment.Demonstrated commitment to AOTA’s cultural values, including trust, respect, equity, inclusion, and member-centered service.Adaptable and proactive, with a willingness to learn and implement new technologies and processes.Creative and solutions-oriented, able to identify opportunities for improvement and contribute to process enhancements.About the American Occupational Therapy Association (AOTA)Founded in 1917, AOTA is the national professional home for more than 50,000 occupational therapy practitioners, assistants, and students. Our members- and the broader OT community of over 230,000 professionals nationwide- improve quality of life for individuals of all ages through meaningful engagement in everyday activities. Together, we span all 50 states, the District of Columbia, Puerto Rico, and global practice settings.Headquartered in Bethesda, MD, AOTA advances the profession through advocacy, standard-setting, research, education, and public awareness. We champion access to high-quality care, empower our members through evidence-based resources and professional development, and strengthen the voice and visibility of occupational therapy in health, education, and community systems.Our MissionTo advance occupational therapy practice, education, and research through standard setting and advocacy on behalf of our members, the profession, and the public.Our Vision for 2030Enriching life for ALL individuals and society through meaningful engagement in everyday activities.At AOTA, we believe in the power of occupation to transform lives- and we are building the future of the profession alongside a passionate, collaborative, and forward-thinking community.EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.