IT Project Coordinator

Summary: The IT Project Coordinator provides responsive, people-centered technology support for staff while coordinating key IT initiatives with our external IT support/vendor(s). This role owns day-to-day ticket intake and resolution tracking, builds and maintains essential IT and iMIS reports/dashboards, and supports integration projects that keep our systems reliable, secure, and aligned with program and fundraising needs.

This position generally operates during regular business hours, Monday through Friday, with occasional evening and weekend hours required to support programming needs. This is a full-time position scheduled for 37.5 hours per week.

Duties and Responsibilities

• Service desk and ticket management.
  • Serve as a point of contact for staff technology requests via our ticketing system and defined intake channels; triage, prioritize, and document issues through resolution or escalation.
  • Troubleshoot common end-user issues (accounts/access, laptop and mobile basics, printers, conferencing, Microsoft 365 tools) and coordinate escalations for complex incidents to external IT support.
  • Maintain a clear knowledge base of “how to” articles, recurring fixes, and standard operating procedures.
• IT reporting and iMIS report building.
  • Build and maintain recurring IT operational reports (ticket volumes, SLA performance, asset status, vendor response) and deliver concise monthly/quarterly insights to leadership.
  • Develop, validate, and publish iMIS reports/queries to support business needs (e.g., membership, engagement, event registration, finance/dues reporting), in collaboration with internal stakeholders.
  • Establish lightweight data-quality checks for reports (definitions, filters, refresh cadence, and source-of-truth documentation).
• Vendor coordination and iMIS report building.
  • Coordinate work with external IT support/vendors (managed service provider, security tools, telecom, etc.): communicate priorities, provide context, track status, and ensure closure with documentation.
  • Support IT operations processes such as onboarding/offboarding checklists, access provisioning coordination, and basic asset tracking (laptops, peripherals, licenses).
• IT integration and improvement projects.
  • Coordinate small-to-mid-sized IT integration projects (e.g., iMIS reporting enhancements, SSRS/IQA improvements, SSO or API-connected tools, data flows between systems):
  • Define scope, capture requirements, track milestones, and manage communication.
  • Create and maintain project documentation (requirements, decision logs, risks, cutover checklists, and post-launch support plans).
  • Support change management by coordinating training logistics, drafting quick reference guides, and gathering feedback after go-live.
• Performs other related duties as assigned.

Qualifications

• 2+ years of experience in end-user IT support, help desk, operations support, or a closely related role.
• Demonstrated ability to manage ticket work and project tasks at the same time.
• Strong written communication skills, including SOPs, knowledge-base articles, or step-by-step instructions.
• Comfort with spreadsheet/report QA, confidentiality, access controls, and careful documentation.
• Equivalent combination of experience, training, and relevant certifications welcomed.

What we offer

• Collaborative work environment that values hard work and creative thinking.
• Support for professional development.
• Competitive salary with great benefits including health insurance, dental benefits, vision insurance, 401K, and PTO. In addition, the SSO offices are closed the week between Christmas and New Year’s Day.
• Free in-building workout facility.
• Conveniently located near I-294, I-90 and I-190, and easily accessible from the Rosemont CTA Blue Line station. Complimentary shuttle from the station to the building during rush-hour.

Preferred qualifications

• Nonprofit or association experience preferred.
• iMIS experience preferred, especially IQA, SSRS/IQA reporting, or staff-site reporting.
• Experience coordinating with an MSP or external IT vendor preferred.
• Exposure to SSO, basic API/integration concepts, or BI/reporting tools preferred.
• CompTIA A+, ITIL Foundation, or similar credentials are helpful but not required.