IT Support Specialist

Delta Gamma Fraternity•Upper Arlington, OH

14d•Hybrid

About The Position

The IT support specialist plays a key role in Delta Gamma’s Shared Services team, serving as the primary point of contact for day-to-day technology support across Executive Offices. This role ensures staff and volunteers can effectively use Delta Gamma’s technology platforms, with a particular emphasis on helpdesk support, iMIS EMS administration, and the Billhighway financial platform rollout—including associated reporting integrations with Salesforce and iMIS. This is a junior-level position suited to a detail-oriented, collaborative professional who is comfortable working across departments, thrives in a constantly evolving nonprofit environment, and is eager to grow their technical expertise in support of an international volunteer base. This position is eligible for our full benefits package on the first day of employment.

Requirements

Demonstrated commitment to creating inclusive environments where belonging is valued
Bachelor’s degree, or equivalent combination of education and relevant work experience
Proficiency with Microsoft 365 suite (Outlook, Teams, SharePoint, Excel)
Excellent verbal and written communication skills, including the ability to translate between technical and non-technical audiences
Strong attention to detail with the ability to manage multiple priorities and meet deadlines
Demonstrated ability to collaborate across teams and adapt to fast-paced environment
Ability to handle confidential and proprietary systems with discretion

Nice To Haves

Experience with iMIS EMS, including IQAs, Form Builder, RiSE, and/or Process Automation
Experience with Salesforce, including report and dashboard creation
Experience with Billhighway or similar financial/chapter management platforms
Experience with Higher Logic (informz) or other email/community platforms
Familiarity with learning management systems (LMS)
Experience in a nonprofit, association, or fraternity/sorority organization; Delta Gamma membership a plus
Experience with training, facilitation, or end-user documentation

Responsibilities

Assist with helpdesk support for all Delta Gamma users, as assigned.
Support Executive Offices staff and members in successfully utilizing Delta Gamma technology platforms.
Build and maintain a strong working relationship with the Executive Offices staff and Delta Gamma Leadership.
Perform assigned duties in conformity with the Constitution and policies of the Delta Gamma Fraternity and Foundation.
Serve as the primary responsible party for Helpdesk support, responding to assigned tickets and requests for technical assistance in a timely and professional manner.
Support Executive Offices staff and Delta Gamma volunteers in successfully utilizing Delta Gamma technology platforms.
Assist with the creation and troubleshooting of Anchorbase forms and workflows.
Support annual document review process related to technology enhancements or revisions.
Stay current on technology trends, both inside and outside the fraternity/sorority community and identifies user needs.
Assist with maintaining iMIS EMS database and RiSE pages.
Create and troubleshoot data queries (IQAs) and assist staff with editing and reporting.
Create and maintain iMIS Form Builder forms and develop processes to review and act on collected data.
Assist with the creation of process automation tasks and collaborate with our database vendor partner (CSI), as needed.
Support inquiries related to Form Builder, Process Automation, RiSE pages, and the Commerce and Events modules from staff, volunteers, working groups, and committees.
Support the RiSE hosted document library and provide technical and structural support to managing department (Marketing and Communications) as requested.
Champion the expanded use of iMIS EMS and its integrated technologies to minimize reliance on external vendors and standalone platforms.
Serve as the primary point of contact for Billhighway platform rollout, including technical support, user questions, and coordination with the vendor.
Support the development and maintenance of Billhighway – to – Salesforce and Billhighway—to – iMIS reporting integrations.
Create and maintain Salesforce reports and dashboards in support of cross-departmental data and reporting needs.
Assist in identifying and resolving data discrepancies across integrated platforms.
Collaborate with all departments to centralize data collection and tracking within iMIS, reducing dependence on external processes and platforms.
Collaborate with Fraternity and Foundation marketing and communications staff to support the Higher Logic (Informz) integration and platform.
Collaborate with the Training, Development and Member Experience department to support the learning management system (LMS) platform.
Collaborate with Finance department on events involving registration fees and the Commerce module in iMIS.
Attend standing vendor meetings and calls pertaining to Delta Gamma technology platforms.
Develop and maintain end-user documentation and process guides to support staff adoption of technology platforms.
Additional responsibilities as determined by the director of IT