Technician, Service Desk Tier 1

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) is a national organization that represents and serves all types of hospitals, health care networks, and their patients and communities. The AHA has two main offices, located in Washington, D.C., and Chicago. The AHA offers a flexible hybrid work schedule of three days in the office and two days working remotely.

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.

Essential Functions

• 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.

Minimum Qualifications: Education

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

Minimum Qualifications: Work Experience

• 1-3 years Experience in customer service roles that involve troubleshooting technical issues Required

Minimum Qualifications: Knowledge, Skills and Abilities

• 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., 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

Salary Information

Salary Range - Minimum

54000

Salary Range - Midpoint

67000

Salary Range - Maximum

80000

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, and more!

The American Hospital Association (AHA) is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. We will provide reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974, and Title I of the Americans with Disabilities Act of 1990. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call [phone] and ask for the Vice President, Human Resources, and let us know the nature of your request and your contact information.

The AHA participates in the E-Verify Program.