IT Support Associate – Q City Metro

Foundation for the Carolinas

Position summary:

Responsible for a variety of executive level administrative services to support the IT team. A primary function of this position will be to ensure the Audio Visual (AV) equipment in the event spaces and FFTC’s 20+ conference rooms are in working order on a daily basis. The role will also involve thinking about FFTC’s future needs in the AV space and working with our vendors and partners to bring this vision to fruition. This is on-site work Monday through Friday at the FFTC office in Uptown Charlotte.

Additionally, this role will support the EVP & CIO and the IT team in performing day-to-day administrative tasks, tracking department finances, and improving overall team productivity. The position includes direct contact with customers and suppliers.

Duties and Responsibilities:

This multi-faceted position encompasses a wide range of responsibilities. Main tasks include:
• Support AV equipment in facility event spaces and conference rooms, ensuring all equipment is functional
• Work directly with internal and external clients to ensure their AV meeting is set up for success
• Troubleshoot AV issues, escalating to vendor if necessary
• Creates user guides and FAQ documentation to help customers resolve common support issues, trains staff in the proper use of AV systems, software and hardware
• Provide accurate and courteous responses with prompt callbacks for all service requests and maintain established SLAs for the team
• Utilize the IT Support ticketing system to provide updates, track progress and indicate completion of all assigned tasks
• Provide day-to-day administrative support to the EVP and CIO, including handling phone calls, emails and other communications, scheduling appointments, ordering lunch, organizing and separating meetings, filing, travel arrangements, creating expense reports, and assisting with projects and meetings
• Provide day-to-day administrative support to the IT team, including scheduling appointments, ordering lunch, arranging and dispatching meetings, filing, and assisting with projects and meetings
• Create spreadsheets, charts and review prepared documentation for accuracy
• Track, file and manage information on department suppliers, current expenses, contracts and invoices
• Follow-up with suppliers on communications, contracts and invoices
• Analyze spend data and identify areas for improvement
• Undertakes assigned special projects

This job description is not designed to cover or contain a complete list of activities, duties or responsibilities required for the position. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Professional qualifications:

• Baccalaureate
• Experience of 3 to 5 years in a similar position desired
• Experience with AV equipment preferred
• Strong customer service skills
• Detail-oriented initiator and able to follow the numbers
• Intellectually curious and innovative
• Maintain a professional attitude in a fast-paced environment
• Excellent communication skills, both verbal and written
• Excellent working knowledge of Microsoft Office, in particular MS Word, MS Excel and PowerPoint
• Ability to learn new software applications and work independently
• Strong interpersonal skills to develop and maintain productive communications with external agencies and productive working relationships with other team members
• General ability to perform the essential functions and the overall physical and mental demands of this position, including the stamina to perform tasks for long periods of time and the ability to travel occasionally to complete tasks or travel from a job site and/or from one workstation to another

Note: Proof of fully cleared vaccinated Covid-19 status and booster required (or FFTC-cleared religious or disability accommodation).

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