Technician, Service Desk Tier 1

American Hospital Association; United States; Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision care

Life insurance

Disability coverage

401(k)

Tuition reimbursement

PTO & holidays

Wellness programs

Job summary

The American Hospital Association (AHA) seeks an IT Support specialist to be the first point of contact for technical issues across departments. This role helps users navigate hardware, software, and network problems, with a focus on prompt resolution and creating a knowledge base. The position supports a hybrid work schedule (three days in office, two remote) across two U.S.

offices. Responsibilities include troubleshooting, documenting procedures, configuring new devices, and assisting with

Qualifications

• Some College Information Systems, Computer Science, Computer Systems or Networking Required
• 1–3 years experience in customer service roles that involve troubleshooting technical issues
• Understanding of effective communication techniques and customer service best practices

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

Skills

Windows 10/11

macOS basics

Remote desktop (GotoAssist)

Microsoft Office Suite

Network fundamentals

VPN setup (Cisco AnyConnect)

Troubleshoot desktops & printers

Mobile devices basics

Teams communication

Education

Some college in IS/CS/Networking

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

Minimum Qualifications: Knowledge, Skills and Abilities

• Understanding of effective communication techniques and customer service best practices
• Understanding of common troubleshooting methodologies for resolving technical issues
• 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

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: 54000

Salary Range - Midpoint: 67000

Salary Range - Maximum: 80000

We offer an excellent total compensation package, which includes 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.

#LI-Hybrid

At the core of our mission, are our employees. At AHA, you will see that we work to give you autonomy, creating an environment that allows your experience and ideas to enhance our organization as we work to advance health in America. At AHA, you'll find support for your career through training and development programs and opportunities to expand your skills and knowledge. We'll help you reach your potential and advance your career by keeping you apprised of new job opportunities within our organization. The AHA team comes from a wide array of backgrounds and education across two U.S. offices and approximately 500 individuals. We are proud of our workforce and our commitment to equal opportunity for all, consistent with all applicable Federal anti-discrimination laws.