AMS Administrator/Systems & IT Technician

International City County Management • Washington, DC

1d • $80,000 - $98,062 • Hybrid

About The Position

ICMA is seeking a uniquely skilled IT professional to administer the organization's Association Management System (AMS), NetForum, and provide day-to-day IT operational support. The ideal candidate must be experienced in systems administration and IT support and possess a customer-centric approach to ensuring end-users' needs are satisfactorily met. Excellent technical and problem-solving skills are a must. Prior experience working for a nonprofit, membership association, or trade association is preferred. The selected candidate will work onsite at our state-of-the-art headquarters three days a week or more, as needed, based on the organization's priorities.

Requirements

• B.S. or B.A. degree in technology-related field
• Five (5) or more years of experience in IT support and association management systems or a related field
• Knowledge of SQL report development and experience developing SQL queries
• Experience working with NetForum Enterprise AMS
• Experience working with Content Management Systems (CMS)
• Working knowledge of Generative AI tools, including Microsoft Copilot
• Strong project management, organizational, problem-solving, and decision-making skills, including the ability to manage changing priorities, work independently, multitask, and meet deadlines consistently
• Analytical acumen and proficiency in generating and evaluating business forecasts, metrics, and reports
• Excellent verbal, written, presentation, and business communication skills, with high attention to detail and the ability to interact effectively with all levels of ICMA employees
• Demonstrated interpersonal and collaboration skills, including the ability to work with diverse groups, convey ideas, influence others, obtain cooperation, and sustain productive working relationships internally and with outside parties
• High degree of integrity and ability to handle confidential matters and sensitive situations with discretion
• Advanced knowledge of Windows operating systems, Microsoft 365 applications, MS Office installation and operation, Teams, Zoom, web browsers, file access, and print services
• Experience troubleshooting hardware and printer issues, with a general understanding of network security practices and anti-virus programs across devices
• Excellent customer service skills and attention to detail

Nice To Haves

• Experience utilizing Power BI or other data visualization tool experience

Responsibilities

• Identify and implement solutions to complex business process issues within ICMA's Association Management System (AMS), NetForum.
• Consult with business teams to understand operational needs, prioritize projects and initiatives, and integrate continuous improvement into departmental processes.
• Conduct training sessions for new and existing AMS users.
• Integrate other software systems with the AMS and, as the subject matter expert, advise business teams on system integration requirements and impacts.
• Coordinate with technical vendors to develop solutions, debug system issues, and implement customizations.
• Monitor AMS data integrity, perform issue prevention activities, and oversee system maintenance and cleanup.
• Determine the project scope, goals, objectives, and information requirements for proposed application software systems.
• Develop flowcharts that document business processes, workflow procedures, inputs, outputs, and the effects proposed changes will have on the system.
• Build and update data queries and reports using AMS data.
• Coordinate with the Business Intelligence Analyst to support AMS data collection.
• Troubleshoot and provide technical support for end-user hardware, software, network, telecom, application, and printer issues.
• Assist staff with IT needs, evaluate vendor software features, and maintain end-user devices to support reliable day-to-day operations.
• Provide support for applications, including Microsoft 365 applications, Teams, Zoom, web browsers, files, and print access.
• Work with vendor support contacts to resolve technical problems with computer equipment and software.
• Monitor and support meetings to ensure equipment is working correctly and to serve as backup host when needed.
• Recognize, research, isolate, and resolve information systems problems and requests.
• Manage Help Desk tickets from intake through resolution by gathering information, documenting requests, resolving service tickets, and escalating issues to other support team members as needed.
• Document work performed on incidents, service requests, and change requests.
• Assist with provisioning and deploying laptops for ICMA staff.
• Provide user support through remote support software, email, Teams, Zoom, phone, and in-person assistance as needed.
• Participate in new hire orientation by setting up, assigning, deploying, and training employees on computer equipment.

Benefits

• employer sponsored health, dental, life, disability, and employee assistance benefits
• Paid time off to include vacation, sick leave, holidays, and floating days
• Generous retirement plan
• Opportunities for ongoing professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level