Coordinator, Information Systems & Technology (Based in NYC)

Mapletree•New York, NY

22d•Onsite

About The Position

As a key member of the US IS&T team, this role is responsible for delivering comprehensive IT support to all US office locations. Based in New York, the successful candidate will provide both end‑user support and network‑related assistance, with a strong focus on business application support. The ideal candidate is a logical and resourceful problem‑solver, capable of working effectively both independently and as part of a team. A minimum of 3–5 years of experience in a technical support environment is required, including some hands-on experience with enterprise business applications such as MRI Real Estate Investment Software, Vendor Management Systems and related platforms.

Requirements

Bachelor’s degree in computer science, Information Technology, or equivalent professional experience.
2+ years of relevant technical support experience.
Strong experience with Windows desktop operating systems (e.g., Windows 11).
Proficiency in Microsoft technologies, including Active Directory, Group Policy, Intune, Netskope and mobile device management.
Working knowledge of WAN/LAN technologies, including basic router/switch management, VPN, Citrix, and shared folder administration.
Strong diagnostic and troubleshooting capabilities with various support utilities.
Excellent communication skills, strong teamwork, and a customer‑service mindset.
High sense of ownership, urgency, and accountability.
Willingness to learn and adapt to new technologies and applications.

Nice To Haves

Prior experience supporting business applications (e.g. MRI, Nexus) is an advantage.

Responsibilities

Provide 1st and 2nd‑level technical support for all IT‑related areas, including hardware, software, and business applications.
Provide backup support for WAN/LAN network operations.
Support onboarding and off‑boarding processes, including the setup, configuration, installation, and deployment of computers and related equipment.
Log, prioritize, and escalate IT issues through the corporate ticketing system.
Deliver user orientation and training for various systems and applications as required.
Maintain and update hardware asset registers, software licenses, and the IT ticketing system.
Oversee end‑user satisfaction by managing technical escalations end‑to‑end, resolving issues onsite or remotely.
Ensure accurate inventory tracking and reporting for all hardware and software assets.
Ensure proper documentation is maintained for support procedures and system requirements.
Manage outsourced partners and offshore/onshore support resources, ensuring high‑quality end‑to‑end application support.
Coordinate and track support requests to ensure timely resolution.
Support activities related to application compliance, CSA, and risk assessments.
Drive continuous improvement in productivity, service quality, and customer satisfaction.
Support and manage IT projects, including procurement of equipment and services, vendor supervision, and coordination with internal stakeholders.