Technical Support Specialist 2

at  American Institutes for Research

Overview:
AIR’s Information Technology (IT) team is seeking a Technical Support Specialist-2 to join its innovative group. The Information Technology team provides a secure technology environment that allows AIR to become more productive (quantity) and efficient (quality). This position reports to the Technical Support Services Manager, IT.
You will work with a dynamic team and have opportunities to pursue mutual, long-term career development goals. If you are excited to be part of a dynamic team and want to roll up your sleeves, this role is for you.
This position offers a combination of telework and in-office work. Candidates hired will rotate between AIR’s DC metro area offices, including Rockville, MD, Arlington, VA, and Washington, D.C.

EDUCATION, KNOWLEDGE, AND EXPERIENCE:

• Bachelor’s degree in Information Technology or technical certification.
• Beginning level of hands-on skills with Microsoft Windows and Macintosh platforms.
• Least 1 year of IT experience preferred but not required.

SKILLS:

• Effective communicator with the ability to work with individuals at all levels and from diverse backgrounds in a virtual work environment.
• Demonstrated ability to work well independently, and collaboratively as needed, while prioritizing multiple objectives and projects to consistently meet established timelines.
• Demonstrated proficiency in written and verbal communication with strong attention to detail.
• Demonstrated troubleshooting, critical thinking, and problem-solving skills.
• Must have the ability to communicate technical information in an accessible manner to non-technical staff.
• Proficient in using standard Microsoft 365, including OneDrive, SharePoint, Excel, Word, PowerPoint, and Adobe Acrobat Pro.

• Serve as the first point of contact for basic to advanced IT incidents and requests.
• Respond to customer support tickets promptly, provide technical support and follow through, document resolutions to support requests daily, and escalate tickets as needed.
• Ensure end-to-end customer support across the institution. Engage other technical resources to resolve incidents.
• Provide a positive customer support experience and build strong professional relationships.
• Follow established AIR processes and procedures and make suggestions to increase efficiency.
• Maintain and grow knowledge of technologies, products, services, and policies.
• Duties, responsibilities, and activities may change, or new ones may be assigned at any time based on institutional needs.
• Provide after-hours support on a rotational basis with occasional travel required to offices in local geography.
• Must consistently attending work on time and adhering to the assigned schedule