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.
Qualifications needed: 1. Associate degree in computer science or an equivalent combination of relevant education and work experience required. A+ Certification preferred. 2. Minimum one-year related technical support experience required and solid knowledge of commonly-used concepts, practices, and procedures within IT field. 3. Excellent organizational, communication, interpersonal, and customer service skills essential. Strong software and hardware troubleshooting and maintenance experience required. Thorough knowledge of Microsoft Windows operating systems and MS Office software suite. Desire to develop new skills as needed to support new and existing products and applications. Evening and weekend work required. Occasional travel may be required.
To learn more about the organization, see a full job description, and/or apply for the position, please visit https://www.aap.org/employment.
The AAP offers an excellent work environment, competitive salary, and a comprehensive benefits package. As a reaffirmation to our employee-focused culture, since 2005 the AAP has been named one of the 101 Best and Brightest Companies to Work for in the Chicagoland area. Additionally, we are an Equal Opportunity Employer of Minorities, Females, Individuals with Disabilities, and Veterans that values the strength diversity brings to our workplace.
Reasonable Accommodation: Individuals with a disability in need of a reasonable accommodation regarding the job application process may call 630-626-6297. Please note, only those inquiries concerning a request for reasonable accommodation will receive a response.
About American Academy of Pediatrics
The American Academy of Pediatrics (AAP) is a membership organization of 67,000 pediatricians and approximately 475 staff committed to the optimal physical, mental, and social health and well-being for all infants, children, adolescents, and young adults. The AAP promotes pediatrics and advances child health priorities by developing policy, conducting research, building coalitions, raising public awareness, funding community-based projects, and supporting training and professional education for our membership.
