Technician, Service Desk Tier 1

American Hospital Association•Chicago, IL

6d•$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 Required
1-3 years Experience in customer service roles that involve troubleshooting technical issues Required
Understanding of effective communication techniques and customer service best practices - Required
Proficiency in Windows operating systems (Windows 10, 11) - Required
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) - Required
Basic knowledge of remote desktop software (e.g., GotoAssist) - Required
Basic troubleshooting of desktops, laptops, and printers - Required
Basic understanding of network fundamentals (TCP/IP, DNS, DHCP) - Required
Familiarity with VPN setup and troubleshooting (Cisco AnyConnect) - Required
Experience installing and configuring software applications - Required
Proficiency in using remote support tools to assist users - Required
Ability to guide users through troubleshooting steps remotely - Required
Proficiency with communication platforms (e.g., Microsoft Teams) - Required
Ability to assist users with video conferencing tools (e.g., Team, Zoom, Webex) - Required
Proven ability to conduct research and plan resolution path for end user computer or software issues - Required
Proven ability to prioritize and execute tasks in a high-pressure environment - Required
Proven ability to read and interpret technical documents and procedure manuals - Required

Nice To Haves

Understanding of common troubleshooting methodologies for resolving technical issues - Preferred
Basic knowledge of macOS - Preferred
Basic understanding of mobile devices (smartphones, tablets) - Preferred
Ability to troubleshoot basic connectivity issues (Wi-Fi, Ethernet) - Preferred

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.