Technician, Service Desk Tier 1

at  AHA American Hospital Association

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. We are currently seeking a Technician, Service Desk Tier 1 for our Chicago office.
As the first point of contact for all technical issues, the position will play a key role in keeping the association’s IT systems running smoothly and efficiently. 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.

Minimum Qualifications include, but are not limited to the following:

• 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)
• Basic knowledge of macOS
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Basic knowledge of remote desktop software (e.g., GotoAssist)
• Basic troubleshooting of desktops, laptops, and printers
• Basic understanding of mobile devices (smartphones, tablets)
• Basic understanding of network fundamentals (TCP/IP, DNS, DHCP)
• Ability to troubleshoot basic connectivity issues (Wi-Fi, Ethernet)
• Familiarity with VPN setup and troubleshooting (Cisco AnyConnect)
• Experience installing and configuring software applications
• Proficiency in using remote support tools to assist users
• Ability to guide users through troubleshooting steps remotely
• Proficiency with communication platforms (e.g., Microsoft Teams)
• Ability to assist users with video conferencing tools (e.g., Team, Zoom, Webex)
• Proven ability to conduct research and plan resolution path for end user computer or software issues
• Proven ability to prioritize and execute tasks in a high-pressure environment
• Proven ability to read and interpret technical documents and procedure manuals

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 (312) 422-3000 and ask for the Vice President, Human Resources or email hr@aha.org and let us know the nature of your request and your contact information.
We value the commitment and creativity that our diverse team members contribute to the AHA’s mission to advance equitable care and health improvement for all. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our members and the communities they serve. Individuals from all backgrounds, such as veterans, people with disabilities, differing gender identities and sexual orientations, national origin, spiritual beliefs, and race are encouraged to apply.
Starting hourly rate = $25.65 - $32.00 - $38.50 (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.

We offer a competitive total rewards package including:

• Medical/Dental/Vision coverage (LGBTQIA+ inclusive)
• Short & Long term disability
• Life Insurance
• 401(k)
• Vacation, Personal, Health & Volunteer Time Off days
• 11 Paid holidays
• Physical and mental wellness programs
• Paid parental leave, including adoption
• Hybrid work environment (3 days in the office, 2 days from home)
• Opportunity to join our Diversity Equity and Inclusion Council & Employee Resource Groups to help us continue to build a diverse, inclusive and equitable workplace culture
• Opportunity to join AHA Cares and give back to the community
• Opportunity to join the Employee Activities Committee and help plan events that bring colleagues together to connect
• A variety of professional development and mentorship opportunities
• Tuition Reimbursement
• Access to AHA Learning
• Work with colleagues who are passionate in our mission

The AHA participates in the E-Verify Program.
EEOC/Equal Opportunity Employer

EXPERIENCE

Required

• 3 year(s): Experience in customer service roles that involve troubleshooting technical.

EDUCATION

Preferred

• Some college or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c

Please refer the Job description for details