Overview
We seek an exceptional individual with excellent skills and passion to provide outstanding computer operations support. You will efficiently handle end-user requests, utilizing diagnostic tools, prioritizing requests, and providing timely desktop assistance. You will also be the go-to person for customer calls regarding technology issues and will be responsible for resolving open issues across multiple sites using remote tools. This is an excellent opportunity for someone who is enthusiastic and takes pride in their professionalism, communication skills, and problem-solving abilities.
The successful individual will be based in the AAA's headquarters in New York, NY. This position's starting annual salary range is $80,000 - $84,500, with quarterly incentive opportunities targeting 7.5% of the base salary.
Named one of the 50 best nonprofits to work for by the Nonprofit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.
Responsibilities
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Serves as the point person for escalated calls and issues from users related to their work-related technology needs.
- Maintains, troubleshoots, and upgrades computer systems on-site and off-site, including hardware, software, and
computer peripherals.
- Documents processes and procedures for system updates and additions.
- Supports and maintains user account information including user rights, security, and systems groups.
- Trains and instructs end-users on software programs.
- Assists the IS Support Engineering Manager with supporting the Support Engineering team’s daily operations.
- Collaborates with the Support Engineers and other IT teams to ensure that the services delivered and end-user
productivity goals are met.
- Maintains current understanding of available technology and research; learns and assists with the implementation of
new solutions and releases.
- Reviews documented resolutions and recommends analysis to improve procedures.
- Assists with project rollouts, hardware installation including moving and relocating computers/equipment, and
checking hardware inventory.
- Operates and provides technical support for Audio Visual (AV) components in our conference rooms including display
types, codecs, microphones, and control systems; managing the setup, support, and teardown of AV equipment and
other technology.
- Supports the design and build-out of meeting spaces and high-profile events across our enterprise.
- Demonstrates regular, reliable, and predictable job attendance.
- Attends on-site and in-person meetings and training sessions.
Qualifications
Education & Experience: Associate's degree in Computer Science or related discipline; 2-4 years of relevant work experience in a help desk analyst capacity, Windows Desktop OS, Active Directory, and Imagine Software, or an equivalent combination of education and professional information technology experience.
Software Proficiency: Diverse knowledge of Microsoft products; extensive understanding of standard system tools. Experience in a large networked environment with a good understanding of network fundamentals is essential. Network +, MCP certifications desirable; available to work flexible hours, days, and shifts to provide support
Other KSAs:
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Availability to work flexible hours, days, and shifts onsite and remotely.
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Must maintain current knowledge of industry and product advances.
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Must have excellent presentation and interpersonal skills to conduct technical seminars—knowledge of documenting troubleshooting and operational procedures.
Language Skills: Ability to read and interpret documents such as legal files, business correspondence, and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators, or employees of the organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts, and graphs.
The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.