Technician, Service Desk Tier 1

About the role

The AHA is a national organization representing and serving hospitals, health care networks, and their patients and communities. It operates from two main offices in Washington, D.C., and Chicago.

Responsibilities

• Act as the first point of contact for all technical issues, providing prompt and effective support to users across various departments.
• 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.
• Perform routine maintenance and update technical documentation and user guides.
• Contribute to the knowledge base and identify opportunities for improving the efficiency and effectiveness of the IT support process.

Requirements

• Education: Some College, Information Systems, Computer Science, Computer Systems, or Networking.
• Work Experience: 1-3 years experience in customer service roles involving troubleshooting technical issues.
• Knowledge, Skills and Abilities:
  • Effective communication techniques and customer service best practices.
  • Common troubleshooting methodologies for resolving technical issues.
  • Proficiency in Windows operating systems (Windows 10, 11).
  • Basic knowledge of macOS.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Basic knowledge of remote desktop software (e.g., GotoAssist).
  • Basic troubleshooting of desktops, laptops, and printers.
  • Basic understanding of mobile devices (smartphones, tablets).
  • Basic understanding of network fundamentals (TCP/IP, DNS, DHCP).
  • Ability to troubleshoot basic connectivity issues (Wi-Fi, Ethernet).
  • 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 paths 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.

Qualifications

Salary Information: Commensurate with related experience. The AHA is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location. Salary Range - Minimum $54,000 Salary Range - Midpoint $67,000 Salary Range - Maximum $80,000

Benefits

• Medical/dental coverage (PPO/HMO)
• Vision care
• Life insurance
• Short- and long-term disability plans
• 401(k)
• Tuition reimbursement
• PTO/holidays/health days
• Wellness programs

Skills

• Communication techniques and customer service best practices
• Common troubleshooting methodologies for resolving technical issues
• Windows operating systems (Windows 10, 11)
• Remote desktop software (e.g., GotoAssist)
• Basic troubleshooting of desktops, laptops, and printers
• Mobile devices (smartphones, tablets)
• Network fundamentals (TCP/IP, DNS, DHCP)
• Basic troubleshooting of connectivity issues (Wi-Fi, Ethernet)
• VPN setup and troubleshooting (Cisco AnyConnect)
• Installing and configuring software applications
• Remote support tools
• Communication platforms (e.g., Microsoft Teams)
• Video conferencing tools (e.g., Team, Zoom, Webex)
• Research and planning resolution paths for end user computer or software issues
• Prioritizing and executing tasks in a high-pressure environment
• Reading and interpreting technical documents and procedure manuals

Pay

Salary Range - Minimum $54,000 Salary Range - Midpoint $67,000 Salary Range - Maximum $80,000

Schedule

A flexible hybrid work schedule of three days in the office and two days working remotely.