Technician, Service Desk Tier 1

A national organization representing and serving hospitals, health care networks, and their patients and communities. Hybrid work schedule: three days in the office (Washington, D.C. or Chicago) and two days remote.

About the role

Act as the first point of contact for all technical issues, providing prompt and effective technical support to users across various departments. Troubleshoot hardware, software, and network problems, guide users through solutions, and escalate complex issues to higher-level IT staff. Document support procedures, contribute to the knowledge base, and identify opportunities to improve IT support efficiency.

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 of technical documentation and user guides.
• Perform other duties as assigned.

Requirements

• 1-3 years of experience in customer service roles involving troubleshooting technical issues.
• Some college coursework in Information Systems, Computer Science, Computer Systems, or Networking.

Skills

• Understanding of effective communication techniques and customer service best practices (Required).
• Understanding of common troubleshooting methodologies for resolving technical issues (Preferred).
• Proficiency in Windows operating systems (Windows 10, 11) (Required).
• Basic knowledge of macOS (Preferred).
• 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 mobile devices (smartphones, tablets) (Preferred).
• Basic understanding of network fundamentals (TCP/IP, DNS, DHCP) (Required).
• Ability to troubleshoot basic connectivity issues (Wi-Fi, Ethernet) (Preferred).
• 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., Teams, Zoom, Webex) (Required).
• Proven ability to conduct research and plan resolution paths 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).

Pay

Salary range: $54,000 – $80,000 (midpoint $67,000). Determined by relevant work experience, skills, certifications, and location.

Benefits

• Medical, dental, and vision coverage (PPO/HMO).
• Life insurance.
• Short- and long-term disability plans.
• 401(k) retirement plan.
• Tuition reimbursement.
• Paid time off (PTO), holidays, and health days.
• Wellness programs.