Senior Coordinator, Information Technology

Summary 

As the Information Technology Senior Coordinator, you'll be the first person staff and members turn to when technology gets in the way of their work. On any given day, you might be walking a staff member through a login issue, checking a laptop in or out of inventory, provisioning hardware for new users, and providing IT expertise for interdepartmental projects. 

You'll manage the applications that keep the organization running day to day — Asana, Zoom, Human Resources and Finance tools, as well as asset tracking — and you'll be trusted to make good calls: triaging what you can solve, documenting what you fix, and knowing when something needs to go up the chain. This role rewards a self-starter who likes variety, solves problems calmly, is a steward of sensitive information, and who can take ownership of a problem. 

The Information Technology Senior Coordinator reports to the Senior Manager, Data & Information Technology.

Essential Duties and Responsibilities

• Ensure PFLAG National staff have the IT and data support they need to advance the organization’s mission and strategic priorities;
• Manage projects and ongoing relationships with IT, data, and telecommunication vendors;
• Collaborate with staff across all departments to simplify complex technical information so that it is successfully communicated with co-workers, chapter members, and vendors; 
• Manage technological components for special events (convention, fundraisers, and others, as needed).

User Support

• Serve as the first point of contact for staff technology questions and issues, providing troubleshooting and support;
• Triage incoming requests, resolving what you can and escalating complex issues to the Senior Manager with clear context;
• Collaborate with the Senior Manager to maintain and update knowledge base documentation.

Tool & Platform Administration

• Provide training and support for key organizational platforms such as Asana, Zoom, Loom, Scribe, and others;
• Maintain inventory and asset management records — device check-in/check-out, inventory accuracy, and reconciliation;
• Assist in setting up parts of our Wordpress Multi-Site, including site creation, and updating DNS records correctly;
• Maintain the accuracy and integrity of data;
• Support the maintenance of the Member Portal and other key infrastructure programs;
• Manage the telecommunications system, including training staff on how to use this asset as well as documenting systems and procedures;
• Maintain the data entry process;
• Identify, troubleshoot and resolve technical issues in collaboration with the Senior Manager;
• Other duties as assigned. 

Documentation

• Review and provide feedback on Standard Operating Procedures (SOPs) as they are developed;
• Follow documented procedures accurately and flag gaps or unclear steps;
• Maintain complete and accurate case notes;
• Other duties as assigned.

Key Skills and Qualifications 

• Minimum of 3 years of experience in an IT support or helpdesk role, directly supporting end users;
• Excellent communication and presentation skills, able to translate technical concepts for non-technical audiences;
• Strong problem-solving, critical thinking, and analytical skills;
• Ability to define project specifications, accurately estimate timelines and deliverables, and work with multiple departments;
• Google Workspace administration experience, or equivalent Microsoft 365/Entra admin experience;
• Experience administering SaaS platforms (e.g., Asana, Zoom, asset management tools);
• Knowledge of Wordpress, or a similar CMS;
• Experience with database management, specifically expert knowledge of Salesforce;
• Strong organizational skills and attention to detail, particularly around data accuracy and record-keeping;
• Excellent written and verbal communication skills;
• Working knowledge of cybersecurity best practices (Multifactor Authentication, Password Strength, etc.);
• Knowledge of LGBTQ+ issues, DEI (Diversity, Equity, Inclusion) practices, and Civil Rights;
• Enthusiastic support of PFLAG’s strategic vision, mission, and goals;
• Excellent interpersonal, organizational, and writing skills; 
• Effective communicator in person, virtually, and over the phone.   

Preferred Skills: 

• Experience with Microsoft Intune and/or Apple Business Manager;
• Experience working within Salesforce;
• Familiarity with Wordpress;
• Basic Knowledge and understanding of Networking fundamentals (DNS, TCP-IP, IPv4, DHCP, etc.);
• CompTIA A+ certification or an equivalent combination of education and experience;
• Additional Certifications are appreciated but not required.

Salary and Benefits: Salary range is $67,239 - $78,188 commensurate with experience, expertise and other qualifying factors. 

Position Type and Work Hours: This is a full-time role, typically Mon-Fri, 8 hours per day. This is a hybrid position for staff based in the Washington, DC or DMV area requiring 2 days per week in the DC office. Must be able and willing to travel as needed.

This position is not part of a bargaining unit.

PFLAG offers a comprehensive benefits package that includes paid medical, dental, vision, life, short- and long-term disability, 403(b) with employer match and generous vacation.

To Apply: email cover letter and resume to jobs@pflag.org.

PFLAG is committed to fair employment practices and equal employment opportunity regardless of age, ancestry, citizenship, color, creed, ethnicity, family-care status, gender identity (including characteristics and/or expression), marital status, matriculation at a college, medical condition (including HIV/AIDS), chronic illness, pregnancy, childbirth (or other related medical conditions), membership in a labor union or union activities covered by the Act, mental disability, national origin, personal appearance, height and weight, physical disability, political affiliation, race, religion, sex, sexual orientation and veteran status. 

PFLAG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.