Technical Support Representative I

The American Academy of Pediatrics (AAP), the nation’s leading advocacy organization for children’s healthcare, is seeking an entry-level help desk technician to deliver quality technical services and support to end-users by researching and answering questions, tracking and troubleshooting problems, and configuring and maintaining hardware and software. This position will also manage vendor relationships pertaining to maintenance and next-level support for IT products and services. This person should be a good communicator who enjoys working with people from all levels of the AAP and interested in making a difference in the lives of children.

Some tasks include:
1.   Accept and prioritize staff requests via phone, email, walk-up and web. Ensure all requests are entered into ticketing system and resolved or escalated in accordance with service level agreements. 
2.   Install and configure approved staff hardware and software. Stay abreast of current technology roadmaps to plan and undertake scheduled maintenance upgrades and replacements.
3.   Provide technical assistance to staff. Diagnose, test, and repair hardware or software problems with computers, laptops, peripherals, and phones. 
4.   Provide support for all printing, streaming, and A/V equipment and coordinate maintenance needs and next-level support with systems staff and/or contracted vendors.
5.   Provide support and user administration for conferencing platform, as well as technical support for meetings.
6.   Respond to after-hours emergency technical issues as required.
7.   Support and manage loanable IT equipment; manage inventory records.
8.   Contribute to IT communications and documentation developed for the user base (eg, Tech Tips, isafe, Windows Updates, wallboard presentations).
9.   Act as IT resource for projects as necessary.
10.  Identify process improvements to enhance the user experience.