Technical Support Specialist 2
About The Position
AIR’s Information Technology (IT) team is seeking a Technical Support Specialist 2 to join our innovative group. The IT team provides a secure technology environment that enables AIR to work more productively and efficiently. This position reports to the Director of IT Service Delivery. In this role, you will collaborate with a dynamic team and have opportunities to pursue long-term career development goals. If you are excited to contribute to a collaborative, hands-on environment, this role is a great fit. This position is based in AIR's Crystal City, Virginia office and requires the individual to be onsite five days a week. About AIR: Founded in 1946 and headquartered in Arlington, Virginia, the American Institutes for Research (AIR) is a nonpartisan, not-for-profit organization that conducts behavioral and social science research and delivers technical assistance to address some of the most pressing challenges in the United States and globally. We generate evidence and apply data-driven solutions that expand opportunities and improve lives for all.
Requirements
- Bachelor’s degree in Information Technology or technical certification and at least 1 year of IT experience preferred but not required.
- Beginning level of hands-on skills with Microsoft Windows and Macintosh platforms.
- Provide after-hours support on a rotational basis with occasional travel required to offices in local geography.
- Effective communicator with the ability to work with individuals at all levels and from a variety of backgrounds in a virtual work environment.
- Demonstrated ability to work well independently and collaboratively as needed, while prioritizing multiple objectives and projects to consistently meet established timelines.
- Demonstrated proficiency in communication with strong attention to detail.
- Strong troubleshooting, critical thinking, and problem-solving skills.
- Consistently punctual, attending work on time and adhering to the assigned schedule.
- Ability to communicate technical information in an accessible manner to non-technical staff.
- Excellent customer orientation and follow-up, supported by strong service delivery skills.
- Proficient in standard Microsoft 365 applications, including OneDrive, SharePoint, Excel, Word, PowerPoint, and Adobe Acrobat Pro.
Responsibilities
- Serve as the first point of contact for basic to advanced IT incidents and requests.
- Respond to customer support tickets promptly, provide technical support and follow through, document resolutions to support requests daily, and escalate tickets as needed.
- Ensure end-to-end customer support across the institution.
- Engage other technical resources to resolve incidents.
- Provide a positive customer support experience and build strong professional relationships.
- Follow established AIR processes and procedures and make suggestions to increase efficiency.
- Maintain and grow knowledge of technologies, products, services, and policies.
- Duties, responsibilities, and activities may change, or new ones may be assigned at any time based on business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
