Coordinator, Information Systems & Technology (Based in NYC)

 

The Role

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.

 

Job Responsibilities

 

Technical & End‑User Support

• 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.

 

Asset, Documentation & Service Management

• 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.

 

Business Application and Projects Support

• 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.

 

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