What are the responsibilities and job description for the IT Operations Coordinator position at Third Way?

Third Way is a national think tank that was founded back in 2005 to champion modern center-left ideas. Our work is grounded in the mainstream American values of opportunity, freedom, and security. We are proud of the organization that we have built and continue to seek out talent who contribute to our ambitious mission. We are deeply committed to promoting a culture of results and respect where every employee has opportunities to contribute, develop, and grow professionally.

The IT Operations Coordinator (ITOC) is an essential member of the Business Operations team. In close collaboration with the Senior IT Operations Manager (SITOM), the ITOC will maintain a streamlined maintenance and end-user support process for IT hardware, software, web services and conference room technology. The ITOC will invest in IT operations with integrity, creativity, and skill to meet or exceed the objectives of the organization by providing professional technology support and maintenance.

As the IT Operations Coordinator, a typical day might include...

Help Desk Management : Oversee an effective, responsive help desk system, serving as the first point of contact for resolving hardware, software, and network connectivity issues in a hybrid Windows / macOS environment.
Knowledge Management : Develop and maintain an up-to-date user-facing knowledge base with relevant articles specific to Third Way's IT environment.
IT Inventory Management : Maintain an accurate, well-organized inventory of IT equipment.
End-User Training : Share helpful technology tips and cybersecurity best practices with staff through email, digital signage, and live presentations. Partner with SITOM and external security vendor on Third Way's impactful Cybersecurity Awareness Month programming.
Technical Support & Incident Response : Provide consistent and knowledgeable high-quality onsite and remote IT support, including software management, hardware replacement, and rapid IT incident resolution to ensure system uptime and service reliability.
Printer & Peripheral Management : Administer and maintain the printing environment, ensuring seamless functionality of local and network printers. Monitor supply levels and coordinate replenishments as needed.
Conference Room A / V : Maintain, troubleshoot, and provide end-user support for Third Way's conference room A / V equipment.
Onboarding & Offboarding : Facilitate a smooth IT experience for new hires and departing staff by managing equipment procurement, hardware provisioning, workstation setup, user account configuration, and IT orientation.
User & System Administration : Ensure seamless access to systems and services by managing user accounts, email mailboxes, Office 365 accounts, Office 365 groups, and domain passwords.
IT Procurement Support : Assist with IT purchasing, order tracking, and credit reconciliation to support procurement processes.
Network and Security : Assist with administration of the network environment (LAN / WAN) by troubleshooting and resolving communication / network issues as they arise.
Strategy and Innovation : Partner with the SITOM to develop and implement innovative solutions and enhancements to Third Way's staff-facing software, conference room technology, and back-end systems.
Perform other duties, as assigned

Salary Range : $50,000 - $60,000, annually

At Third Way, we are committed to fair and equitable pay practices. The final starting salary offer will be determined based on your experience and qualifications.

Competencies :

The ITOC is customer focused, proactive, and strong communicator, and has a commitment towards delivering exceptional and in-depth technical support to the end-user community on hardware, software, and network- related issues. The ITOC is a critical thinker with a commitment to excellence and anticipating the needs of the organization. Their competencies include :

Communication and Follow-Up

Customer Focus (Internal)

Flexibility / Agility

Critical Thinking

Patience

Creativity

This might be the job for you, if you have...

Education & Certifications : Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (CompTIA, Microsoft, ITIL, Cisco) may substitute for a degree, depending on experience.

Experience : Minimum of two years in an end-user support role, providing technical assistance for hardware, software, and network issues in a professional environment.

Work Prioritization : Demonstrated ability to assess, prioritize, and manage multiple competing tasks effectively.

Problem-Solving & Troubleshooting : Strong analytical skills with the ability to diagnose and resolve IT system incidents and technical issues.

Adaptability & Work Ethic : Hands-on, curiosity-driven entrepreneurial approach with attention to detail, adaptability to shifting timelines, and the ability to work with diverse customer personalities.

End-User IT Support : Strong customer service orientation with experience supporting end-user equipment and troubleshooting hardware and software issues.

Communication Skills : Excellent written and verbal communication, with the ability to convey technical information to both technical and non-technical audiences.

Required Competencies :

Operating Systems : Highly proficient in Windows 11 and MacOS 10.x

Networking : Strong understanding of Ethernet, DNS, DHCP, and TCP / IP fundamentals

Cloud & Identity Management : Proficient in Microsoft Azure Active Directory (Entra ID)

Microsoft 365 Administration : Skilled in Microsoft 365 tenant management, including OneDrive and SharePoint administration

Productivity Software : Highly proficient in Microsoft Office Suite

Help Desk Systems : Experience managing and troubleshooting within a ticketing system

Inventory Management : Experience managing an accurate, detailed equipment inventory

Written and Verbal Communication : Outstanding writing and verbal communication skills

Customer Service : Experience delivering exceptional customer service and support in an IT support role

In the Third Way Culture, we are looking for...

Self-starters : People who see and seize opportunities, take risks, learn from failure, and will bring a sustained passion for our mission.

Collaborators : People who work in teams-sharing ideas, brainstorming, co-authoring products, and advancing its shared priorities.

Creators : People who fosters divergent thinking; that aren't afraid to take on the orthodoxies of the left or the right. Team members come up with original insights, find unique ways to look at data, and challenge their preconceptions.

Results-oriented : People who function with an organizational commitment to clear objectives, ambitious timelines, accountability for results, and a focus on impact.

WITHIN 1 MONTH, YOU'LL...

Participate in Third Way's comprehensive onboarding program. You'll learn about all aspects of Business Operations, including Information Technology, Human Resources, Learning and Organizational Development, Finance, and Office Operations.

Meet your Third Way Buddy, the entire TW team, and start to learn TW's culture.

Learn our current IT support processes, help desk ticketing system, and IT inventory management.

Familiarize yourself with our Microsoft 365 administration environment, including Teams, SharePoint, and OneDrive.

Begin assisting with IT onboarding for new hires, including user account setup, hardware provisioning, and software installation.

Participate in weekly one-on-ones with your manager to ensure you fully understand the expectations of the job.

Attend your departmental weekly meetings. You'll learn about the key goals of your program, how they're doing, what challenges they face, and how you will contribute.

WITHIN 2 MONTHS, YOU'LL...

Gain an understanding of each department's technology needs and how IT supports them.

Sit in on a riveting story about Third Way's history with one of the original founders of Third Way. You will learn about our successes, as well as our failures. This will also afford you the opportunity to learn about future direction.

Assist in managing IT inventory and learn our processes for asset tracking and lifecycle management.

Begin troubleshooting and resolving help desk tickets independently, escalating more complex issues as needed.

Bring new ideas and suggestions to your weekly one-on-ones with your manager, especially in areas of IT process improvement and automation.

Participate in, at least, one of our internal Professional Development trainings or a Center for Fun activity.

Learn and experience TW's commitment to diversity, inclusion, and respect in the workplace.

WITHIN 3 MONTHS, YOU'LL...

Feel a sense of comfort and familiarity with the staff, your team, and your work.

Continue to attend weekly departmental meetings with a stronger understanding of your team's strategic goals.

Take ownership of at least one IT project, such as an improvement to IT workflows, automation, or a user-facing technology deployment.

Complete your 90-day self-evaluation and performance review with your manager.

Partner with your manager to establish your long-term goals for the remainder of the year.

In addition to competitive salaries, your health and wellness is our priority. We offer a comprehensive benefits package which includes Medical, Dental, and Vision insurance; Health Reimbursement Account (HRA); and Flexible Spending Account (FSA, DCA, Parking, and Transit); Life Insurance; Accidental Death & Dismemberment Insurance; Retirement plan; Accrued Paid Sick and Vacation leave; Long-term Disability, Employee Assistant Program (EAP).

Third Way is committed to the health, safety, and wellness of all employees, candidates, stakeholders, and communities. To support that commitment, all current and newly hired employees must provide proof of COVID-19 vaccination. Proof of full vaccination status will be required after an offer of employment is extended and accepted. Failure to provide proof of full vaccination before the start date will result in the offer of employment being rescinded.

Third Way offers a flexible, hybrid work environment to support our employees' healthy work-life balance. This position is based in Washington, DC, and Third Way's in-office days are Tuesday, Wednesday, and Thursday.

Third Way is an equal-opportunity employer that celebrates, supports, and promotes diversity, equity, and inclusion. We will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity, or any other legally protected basis, in accordance with applicable laws.

Salary : $50,000 - $60,000

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