Job Description

The Tier 1 support Technician serves as the initial contact for IT-related inquiries and concerns, primarily during regular business hours and occasionally providing after-hours support when necessary. Responsibilities include triaging and documenting helpdesk requests, resolving issues at the first point of contact, identifying recurring issues and escalating them as needed to minimize downtime. Additionally, this role involves managing user accounts across different systems such as Active Directory, Google, Microsoft 365, Zoom, and 8x8 Work.

Responsibilities

Essential functions and responsibilities include, but are not limited to:

  • The primary contact for End-user Support technical support requests via live calls, ticketing system, or walk-up inquiries. Tasks include assessing and prioritizing issues by severity and business impact, as well as responding to and resolving support requests within established service level agreements.
  • Identifying and troubleshoot Application Support issues related to business applications, systems, and hardware to maintain optimal functionality and performance.
  • Communicating effectively to convey issue patterns or trends to managers and colleagues to aid in reducing potential end-user downtimes.
  • Documenting and logging all support interactions with end-users into the ticketing system comprehensively, including technical details and troubleshooting steps taken to resolve each ticket.
  • Triage user requests to identify and assign requests to the appropriate next-level team(s). If a ticket is escalated or reassigned to another team, ensuring all relevant information from the support request is conveyed is essential.
  • Efficiently manage Helpdesk requests, tasks, and projects to ensure timely completion and meet team deadlines.
  • Hands-on experience in managing user accounts utilizing Active Directory, Microsoft 365, Google Admin, and other user management tools. Proficient in assigning appropriate user/group access for applications, file access, and email distribution lists.
  • Collaborates closely with senior managers and peers to establish plans for future growth and transitions in new technology for the association and its users.
  • The technician must be available on a 24-hour basis for emergency support as needed, although such instances should be considered abnormal to general operations.

Qualifications

  • High school diploma or equivalent for required, Associate degree in Computer Science or Management Information Systems, preferred.
  • 3-4+ years working as part of a helpdesk team.
  • 3-4+ years’ experience using a helpdesk ticket management system.

Knowledge, Skills and Abilities

  • Strong customer service-oriented mindset. Maintains composure and professionalism when faced with high-stress or critical situations. Capable of delivering prompt and courteous technical support via phone, remote control, telephone, and chat.
  • Possesses excellent interpersonal skills, adept at effectively communicating with colleagues and managers to resolve technical issues. Demonstrates a solid understanding of and adherence to standard Helpdesk operating procedures and technical guidelines. Open to receiving constructive feedback as an opportunity for growth and improvement.
  • Demonstrates proficiency in technology and computer concepts, with a comprehensive understanding of the interconnectedness of devices and systems. Capable of utilizing and troubleshooting basic settings and features of Windows 10/11. Possesses the ability to identify and resolve issues through research and methodical analysis.
  • Desktop support experience encompassing the installation of applications, configuration of network printers, and troubleshooting mobile applications essential for Association operations. Proficiency in managing a cloud-hosted phone system and performing tasks such as resetting domain passwords via Active Directory and MFA portal. Familiarity with computer management tools and remote access systems to facilitate efficient support services.
  • Proficiency in utilizing a helpdesk ticket management system to efficiently handle and track user requests. Capable of documenting technical and non-technical information accurately and effectively, ensuring clarity for both technical and non-technical audiences. Skilled in escalating problems according to established policies and procedures to facilitate timely resolution.
  • The ability to learn and adapt to new technologies is crucial for technicians to stay current and effectively address evolving IT challenges.

Title:  Tier 1 IT Support Technician

Position Location: Chicago, IL (hybrid)

Full time based on 37.5 hours per week

Position Grade: 505, Non-Exempt

Reports To: Senior System Manager

Who We Are:

The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia- by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.

We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.

At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity - meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.

The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.

Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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