The Technology Services Coordinator is responsible for coordinating internal and external user support for core business systems including Microsoft 365, Dynamics 365, and the NAAG web portal. The TSC must possess the ability to learn, troubleshoot, and teach new software to non-technical audiences.
The TSC must be customer centric, diplomatic, and demonstrate the ability to build relationships with internal and external customers. Tech savviness and a willingness to continually learn new software and technical skills is required. The TSC must possess strong organization skills and pay close attention to detail with the ability to switch between tasks quickly, meet deadlines, and adapt to changing priorities.
The Technology Coordinator reports to the Director of Information Technology.
Coordinates with Managed Service Provider (MSP) to provide user support to NAAG staff, contractors, and temporary employees.
Creates and completes tickets for all user requests. Monitors tickets created by MSP and ensures that tickets are resolved timely. When necessary, escalates tickets to Technical Solutions Manager or Director of Information Technology.
Assists in configuring, installing, and maintaining software and hardware, to include desktops, laptops, and printers.
Coordinates the maintenance of user accounts for internal and external users.
Maintains inventory of hardware and software for desktop systems. Produces regular inventory reports.
Escalates security concerns to MSP, Technical Solutions Manager, or Director of Information Technology.
Identifies the need for user training and assists in preparing training resources and training.
Responds to external requests for assistance with the web portal, Learning Management System, SharePoint, Zoom, and other external-facing technologies.
Serves as the primary point of contact for all internal questions and requests for assistance with Dynamics 365.
Assists Member Services Coordinator with maintaining the integrity of system data and resolving errors caused by data issues.
Assists the Technical Solutions Manager in testing system updates.
Bachelor’s Degree or equivalent experience preferred.
Prior experience with a Customer Relationship Management (CRM) or a Learning Management System (LMS) is preferred.
Highly proficient in Outlook, Excel, Word, and Windows 10.
Technical savviness and the ability to adapt and self-help.
The ability to empathize and communicate well with others.
The Technology Services Coordinator will work remotely as is advisable and/or necessary during the COVID-19 pandemic. As the pandemic wanes, the Technology Services Coordinator will work at NAAG’s office in Washington, D.C., and be able to utilize the remote work policy in accordance with NAAG’s Employee Handbook.
About National Association of Attorneys General
The National Association of Attorney General (NAAG) was founded in 1907 and is the professional association of the 56 state and territorial attorneys general. NAAG’s primary responsibility is to help attorneys general fulfill the responsibilities of their office and to assist in the delivery of high-quality legal services to the states and territorial jurisdictions.
The National Attorneys General Training and Research Institute (NAGTRI), founded in 2007, is the research and training arm of NAAG. NAGTRI is charged with providing an umbrella to create, expand, standardize, and professionalize training and research, maximize program offerings, and facilitate creativity and responsiveness to both long term and short fuse, developing issues. NAAG emphasizes a commitment to professional excellence and the quality of life of its employees.