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    Help Desk Technician - Chicago, United States - American Osteopathic Association

    American Osteopathic Association
    American Osteopathic Association Chicago, United States

    1 week ago

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    Description

    JOB SUMMARY

    While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

    Responsible for service and advice to end-users on software- and hardware-related problems. Installation and configuration of domain accounts, email accounts, workstations, user software, and equipment. Provide support for complex, multi-protocol Audio-Video conferencing, meetings, and Zoom meetings. Day-to-day operation and maintenance of applications, workstations, and printers in the AOA network. Occasional after-hours and/or weekend work required. Occasional travel required.

    ESSENTIAL FUNCTIONS

    The following description of job responsibilities and standards is intended to reflect the major responsibilities and duties of the job but does not describe all duties that may be assigned.

    • Responsible for installation, configuration and maintenance of workstations, printers, and other devices.
    • Responsible for supporting Audio Video equipment before and during meetings and conferences and providing setup, training, and troubleshooting.
    • Manage user access to the network, including creation, maintenance and deletion of network accounts, domain groups, user and shared mailboxes, and user, group, and departmental directories and related security controls.
    • Regular interaction with infrastructure/system engineers for solution research, configuration, trouble shooting, etc.
    • Provide highly skilled support for problems that affect users' ability to access or utilize network resources, PC hardware/software, Zoom, VPN and A/V systems.
    • Determine appropriate 3rd party support resources for externally supported systems, providing follow-up and ensure timely resolution to users' issues.
    • Use ticketing system and other means to effectively and proactively communicate status and information to IT and non-IT staff, providing the highest possible level of customer service.
    • Setup and maintain VOIP desktop phones and cloud-based phone systems.
    • Support remote workers.

    MINIMUM QUALIFICATION OR EXPERIENCE

    Education: Bachelor's Degree in Information Systems or Computer Science or equivalent work experience.

    Experience: Four years professional experience in an end-user technical support role. Understanding of network administration, user administration, voice and video conference systems and conference room technology.

    SPECIAL SKILLS/EQUIPMENT

    Hardware in use:

    • Dell, Lenovo and Apple laptops and desktops
    • Accessories (cameras, speakers, printers, docking stations, monitors)
    • Complex conference room A/V equipment
    • Ubiquiti switches, routers, WiFi access points
    • Occasional support for iPhone, iPad, and Android mobile devices
    • Desktop VOIP phones, e.g., Polycom, Vtech
    • Software in use:
    • Windows and MAC Operating Systems
    • Active Directory
    • Networking
    • Network file shares (with group-based mapping and access)
    • Web browsers and cloud-based software systems
    • Cyber-security (CyberReason, MS365 and Barracuda email defenses)
    • MS 365 Office Suite (Outlook, Word, Excel, Teams, OneDrive, PowerPoint, SharePoint)
    • Exchange Online
    • Various custom software systems
    • Adobe (Acrobat, Creativity Suite, etc.), Various other products (SPSS, Zoom, ODBC, etc.)
    • Remote-support utilities (VPN, Quick Assist, TeamViewer, RDP)
    • Cloud-based telephone systems (Nextiva, Nextiva Call Center)
    • Help Desk & Asset Management tools (e.g., Zoho Desk, Lansweeper)

    Skills:

    • Strong service-oriented philosophy and approach
    • Positive attitude with strong communication skills
    • Customer support and customer interaction skills
    • Able to instruct others on effective use of technology
    • Demonstrated experience on the above hardware & software systems
    • Ability to troubleshoot and resolve a wide variety of sometimes complex problems
    • Understanding of IT management and processes, and able to improve processes
    • Conducting effective tests and inspections of products, services, or processes to evaluate quality or performance
    • Strong written communication skills, including technical and user-facing documentation
    • Ability to research, analyze, and identify solutions to improve group or organization effectiveness
    • Able to travel for occasional meeting and event support

    PHYSICAL, MENTAL DEMANDS/WORKING ENVIRONMENT

    PHYSICAL

    Sitting: 50%

    Standing/Walking: 50%

    Lifting: Minimal, less than 75 lbs.

    Vision: Computer, phone

    MENTAL

    High pressure; goal oriented; fast-paced, intellectually challenging. Able to handle multiple responsibilities simultaneously.

    ENVIRONMENT

    The AOA utilizes a hybrid work model and Client Support Services has a rotating schedule to support staff that are onsite.

    Client Support Services supports office locations in Chicago and Washington, DC. Some travel may be required.

    We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

    American Osteopathic Association is unable to sponsor work visas at this time.

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