IT Support Specialist

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., * To assist with helpdesk support for all Delta Gamma users, as assigned.

• To support Executive Offices staff and members in successfully utilizing Delta Gamma technology platforms.
• To build and maintain a strong working relationship with the Executive Offices staff and Delta Gamma Leadership.
• To perform assigned duties in conformity with the Constitution and policies of the Delta Gamma Fraternity and Foundation.

Essential Functions

Helpdesk & End-User Support

• Serves as the primary responsible party for Helpdesk support., responding to assigned tickets and requests for technical assistance in a timely and professional manner
• Supports Executive Offices staff and Delta Gamma volunteers in successfully utilizing Delta Gamma technology platforms.
• Assists with the creation and troubleshooting of Anchorbase forms and workflows.
• Supports annual document review process related to technology enhancements or revisions.
• Stays current on technology trends, both inside and outside the fraternity/sorority community and identifies user needs.

IMIS EMS Administration

• Assists with maintaining iMIS EMS database and RiSE pages.
• Creates and troubleshoots data queries (IQAs) and assists staff with editing and reporting.
• Creates and maintains iMIS Form Builder forms and develops processes to review and act on collected data.
• Assists with the creation of process automation tasks and collaborates with our database vendor partner (CSI), as needed.
• Supports inquiries related to Form Builder, Process Automation, RiSE pages, and the Commerce and Events modules from staff, volunteers, working groups, and committees.
• Supports the RiSE hosted document library and provides technical and structural support to managing department (Marketing and Communications) as requested.
• Champions the expanded use of iMIS EMS and its integrated technologies to minimize reliance on external vendors and standalone platforms.

Billhighway & Salesforce

• Serves as the primary point of contact for Billhighway platform rollout, including technical support, user questions, and coordination with the vendor.
• Supports the development and maintenance of Billhighway - to - Salesforce and Billhighway-to - iMIS reporting integrations.
• Creates and maintains Salesforce reports and dashboards in support of cross-departmental data and reporting needs.
• Assists in identifying and resolving data discrepancies across integrated platforms.

Cross-Departmental Collaboration & Data Stewardship

• Collaborates with all departments to centralize data collection and tracking within iMIS, reducing dependence on external processes and platforms.
• Collaborates with Fraternity and Foundation marketing and communications staff to support the Higher Logic (Informz) integration and platform.
• Collaborates with the Training, Development and Member Experience department to support the learning management system (LMS) platform.
• Collaborates with Finance department on events involving registration fees and the Commerce module in iMIS.
• Attends standing vendor meetings and calls pertaining to Delta Gamma technology platforms.
• Develops and maintains end-user documentation and process guides to support staff adoption of technology platforms.
• Additional responsibilities as determined by the director of IT

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., Required

• 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

Preferred

• 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