The IT/IS Support Tech provides technical support of the organization’s systems, services, programs, applications, network, and the overall technical organization needs. Reporting to the Senior Director, Information Technology, the IT/IS Support Tech will have a deep understanding of the overall organization’s system(s) setup, data processes, data services, IT hardware/Software, etc.
The IT/IS Support Tech must have good technical knowledge of desktop and laptop computers with both Windows and Macintosh Operating Systems on them and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with different situations and internal employees, as well as, from time-to-time, external customers as needed. This role will interface with both internal staff and be the liaison for the 3rd-party IT vendor that SGIA works with.
PRIMARY OBJECTIVES AND DUTIES:
IT/IS Support (50%)
Serve as the first point of contact for employees seeking technical assistance, in-person, over the phone or email.
Direct unresolved issues to the next level of support personnel.
SGIA Hardware/Software Systems understanding and support
Develop and deliver IT training and materials to improve staff utilization, adoption, and understanding of current/future platforms.
Record events and problems and their resolution in logs.
Identify and suggest possible improvements on procedures and work with the Director of IT on best practices.
Association Management System Administration (45%)
IT/IS Support Tech will need to learn, understand and support SGIA’s Association Management System, including:
Management of security, users, roles, profiles, groups, sharing rules and other setup options.
Management and prioritization of ongoing support requests and administrative needs of users.
Monitor user adoption rates and respond as needed (additional training sessions, communication, modifications, or other resources) to improve.
Create and manage system workflows.
Assist with report design and management as needed.
Proactively identify and implement data and process improvements that meet business requirements.
At times, perform data entry, data imports, and data exports within the CRM as needed.
Other Duties as Assigned (5%)
Serve as an engaged and involved team member, supportive of the varied experiences and perspectives of colleagues.
Provide support on-site at events and annual Expo as needed.
Manage projects as assigned.
Assume other responsibilities as assigned.
Strong written, oral, and interpersonal skills.
Experience working with customer relationship database.
3-4 years’ experience managing complex data sets.
Excellent collaboration and project management skills.
Proven ability to successfully lead a project from start to finish while holding to tight timelines.
Keen attention to detail. Ability to work independently and as a collaborative team member.
EDUCATION and/or EXPERIENCE:
Requires Bachelor’s degree and 3-4 years relevant work experience.
Must be proficient using MS Word, advanced Excel, Access, and PowerPoint.
Demonstrated ability to learn new software and systems quickly.
IT certifications a plus, but not required – relevant experience in place of certifications depends on experience and background.
To be part of a dynamic team you must submit the following:
Resume that demonstrates why you’re the best candidate.
Cover letter that includes salary history.
** Please only apply if you meet or exceed the education and skill requirements **
A personality assessment will be conducted prior to an offer of employment.
The Specialty Graphic Imaging Association (SGIA) is an extremely successful not for profit membership organization that serves approximately 2,700 member companies in 138 countries. We are staffed by 47 professionals in Fairfax City, Virginia. SGIA is the only international association for specialty imaging. Our members are the printers, imagers and suppliers that serve this industry segment. Digital printing and screen printing are their primary imaging technologies, and they use them to create products or add value to existing products. SGIA members create products like point-of-purchase displays in retail stores, signs, banners, and advertisements. They also enhance existing products such as garments, packaging & containers, vehicles, product identification and compact discs. Our goal is to provide this new generation of imaging professionals with the tools and information they need to make the best possible business decisions. Our services include the SGIA Information network, the most extensive online resource available to our industry. We also conduct the annual SGIA Convention & Exposition, the world’s largest and leading expo for technology and specialty graphic market information. For more information go to http://www.sgia.org