Sr HelpDesk Technician I

Sr HelpDesk Technician I

Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people-first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a Sr HelpDesk Technician I on our Information Technology team. This is a hybrid position reporting into our Chicago, IL office, requiring 3 days a week in the office.

As a Sr HelpDesk Technician I, you will under close supervision, provide initial support to employees or
internal customers in resolving complex or escalated technology issues. Provide
support via phone, email, or collaboration tools. Ensure the proper day-to-day
operation of internal technology applications and equipment. Troubleshoot
software and hardware issues on laptops, desktops, tablets, smartphones,
servers and/or network equipment. Perform updates, repairs, upgrades, backups
and other maintenance tasks.

RESPONSIBILITIES:

Technical Support

• Under close supervision, provide level 1 and 2 technical support and resolve issues for applications in production, development and test environments.
• Install new or upgrade existing network/desktop application software and provide recommendations for alternative application software to meet customer requirements.
• Meet or exceed department standards for support center metrics.

Procedure Documentation

• Prepare documentation and automation procedures for network/desktop developed packages for installation, inventory and training by Support Center staff.

Support Center Products & Documentation Database

• Maintain in-depth knowledge of Support Center supported products and services through self-learning and on the job experience.
• Maintain and update Knowledge database with appropriate documentation, articles, etc.
• Keep work and storage area in clean, working and safe condition.

May include other responsibilities as assigned

REQUIREMENTS:

• High school diploma or equivalent education required, associate's degree preferred in computer science, computer engineering or related field.
• Minimum 3+ years' experience providing desktop support in a networked, desktop computing environment required. Previous customer service experience required.
• Demonstrated experience in standardized desktop/laptop and hardware/software technology required.
• A+ certification and Microsoft and/or Apple certification are a plus.
• Knowledge of current Microsoft Windows/Office products and Apple Macintosh for hardware, operating systems and applications.
• Knowledge of Incident Management systems, ServiceNow experience a plus.
• Good organization and prioritization skills, strong analytical and problem-solving skills, and demonstrated attention to detail.
• Demonstrated experience creating and managing accounts in Active Directory and Microsoft Exchange.
• Able to work well with people from many different disciplines with varying degrees of technical experience.
• Must be able to lift at least 25 pounds and push a cart loaded with at least 50 pounds.