Hybrid IT Help Desk Technician - Tier 1 Support

American Hospital Association; Chicago (IL); Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Medical/dental/vision plans

PTO/holidays/health days

Job summary

The American Hospital Association (AHA) seeks an IT Support Specialist to serve as the first point of contact for technical issues across departments. In a hybrid role, you will assist users with hardware, software, and network problems, guiding them through solutions and escalating when needed.

Responsibilities include configuring new computers, maintaining documentation, and supporting VPNs, remote desktop, and collaboration tools.

Qualifications

• Some college coursework in information systems, CS, or networking is required.
• 1–3 years in a customer service role involving troubleshooting technical issues is required.
• Strong communication and customer service skills are essential.

Responsibilities

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

Skills

Customer service skills

Troubleshooting methodologies

Windows 10/11

Microsoft Office Suite

Remote desktop software

Mobile devices (phones/tablets)

Networking basics (TCP/IP)

VPN setup/troubleshooting

Remote support tools

Video conferencing tools

Research and planning resolutions

Prioritization under pressure

Reading technical documents

Education

Some College Information Systems, Computer Science, Computer Systems or Networking Required

Tools

Remote Desktop (GotoAssist)

Cisco AnyConnect VPN

Microsoft Office Suite

Video Conferencing (Teams/Zoom/Webex)

Job description

The American Hospital Association (AHA) seeks an IT Support Specialist to serve as the first point of contact for technical issues across departments. In a hybrid role, you will assist users with hardware, software, and network problems, guiding them through solutions and escalating when needed.

Responsibilities include configuring new computers, maintaining documentation, and supporting VPNs, remote desktop, and collaboration tools.