IT Support Operations Coordinator

2 weeks ago

Washington, Washington, D.C., United States Investment Company Institute Full time
Position Overview

The Investment Company Institute (ICI), a prominent global association representing mutual funds, ETFs, and other regulated funds, is dedicated to enhancing the asset management industry's foundation for the benefit of long-term individual investors.

In the role of IT Support Operations Coordinator, you will serve as the primary contact for our personnel seeking technical assistance. Your responsibilities will include managing and documenting all inquiries through the Help Desk Inbox and ticketing system. This position necessitates proficiency in Microsoft (MS) Windows Operating Systems and extensive familiarity with MS Office 365.

Key Responsibilities
  • Deliver first-line support and troubleshooting for hardware and software challenges, encompassing desktops, laptops, printers, mobile devices, and peripherals.
  • Provide initial technical assistance via phone or desktop management software tools, including Quick Assist and remote desktop support through video conferencing platforms.
  • Address staff inquiries and resolve technical issues promptly and accurately.
  • Escalate unresolved matters to the appropriate Level 2 and Level 3 support teams.
  • Install, configure, and maintain hardware and software components for end-user systems as required.
  • Create and update documentation for IT processes, procedures, and troubleshooting methodologies.
  • Collaborate effectively with other IT team members and departments to ensure a positive client experience.
  • Manage printer toner inventory, including ordering, receiving, stacking, replacing, and organizing.
  • Maintain accurate records of desktops, laptops, mobile devices, and printers.
  • Assist with the support and documentation of in-house-developed applications.
  • Meet various performance metrics associated with the above duties.
  • Perform additional responsibilities as assigned.
Qualifications

We are looking for candidates with the following qualifications:

  • Bachelor's degree from an accredited institution or equivalent combination of education and experience, along with a working knowledge of MS Windows Operating Systems and MS Office 365.
  • Familiarity with currently supported MS Windows Operating Systems and MS Office 365, with specific experience in advanced features of MS Outlook, Word, and Excel.
  • Strong interpersonal skills and the ability to collaborate effectively with others.
  • Experience providing technical support across multiple platforms, with a professional demeanor and previous customer service experience highly desired.
  • Ability to manage a constantly changing flow of technical requests while remaining productive during slower periods, and to multitask effectively during busier times.
  • Capability to work responsibly under general supervision.
  • Strong adaptability to changing priorities and the ability to shift efforts accordingly.

ICI offers a competitive compensation and benefits package, including a comprehensive medical plan, generous 401(k) retirement savings plan, paid leave, commuting subsidies, and tuition reimbursement, along with training and development opportunities.

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