Technician, Service Desk Tier 1

American Hospital Association•Chicago, IL

5d•$54,000 - $80,000•Hybrid

About The Position

Responsible for playing a critical role to ensure the smooth operation of the association's IT infrastructure by acting as the first point of contact for all technical issues. This position is responsible for providing prompt and effective technical support to users across various departments, helping them navigate and resolve issues related to hardware, software, and network systems. The position troubleshoots problems, guides users through step-by-step solutions, and escalates more complex issues to higher-level IT staff when necessary. This position also involves documenting support procedures, contributing to the knowledge base, and identifying opportunities for improving the efficiency and effectiveness of the IT support process.

Requirements

Some College Information Systems, Computer Science, Computer Systems or Networking
1-3 years Experience in customer service roles that involve troubleshooting technical issues
Understanding of effective communication techniques and customer service best practices
Proficiency in Windows operating systems (Windows 10, 11)
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Basic troubleshooting of desktops, laptops, and printers
Basic understanding of network fundamentals (TCP/IP, DNS, DHCP)
Familiarity with VPN setup and troubleshooting (Cisco AnyConnect)
Experience installing and configuring software applications
Proficiency in using remote support tools to assist users
Ability to guide users through troubleshooting steps remotely
Proficiency with communication platforms (e.g., Microsoft Teams)
Ability to assist users with video conferencing tools (e.g., Team, Zoom, Webex)
Proven ability to conduct research and plan resolution path for end user computer or software issues
Proven ability to prioritize and execute tasks in a high-pressure environment
Proven ability to read and interpret technical documents and procedure manuals

Nice To Haves

Understanding of common troubleshooting methodologies for resolving technical issues
Basic knowledge of macOS
Basic knowledge of remote desktop software (e.g., GotoAssist)
Basic understanding of mobile devices (smartphones, tablets)
Ability to troubleshoot basic connectivity issues (Wi-Fi, Ethernet)

Responsibilities

Diagnose and resolve hardware, software, and network issues through troubleshooting steps, ensuring minimal downtime for users.
Assist in the setup, configuration, and deployment of new computers and software.
Assist in the offboarding and control of association’s laptops and mobile devices.
Assist in the maintenance and update technical documentation and user guides.
Perform other duties as assigned.