Tier II IT Support Technician
Job Title: Tier II IT Support Technician
Location: Chicago, IL
Full-time based on a 37.5 hour work week
Reports To: Technical Helpdesk 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 1,700 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 be diagnosed with the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to find out more about who we are and why we've been recognized as a Best Place to Work the last eleven years in a row.
The Tier II IT Support Technician is the escalation point of contact for Association employees with complex IT-related issues during regular business hours and occasionally outside of business hours, when required and considered abnormal to general operations. This position requires the technician to be primarily onsite, however there is potential for occasional work from home. They will also be responsible for remediation of standard and complex helpdesk requests and then communicates with the end user for an in-depth analysis of the problem before providing a solution. The technician should have extensive experience in troubleshooting and documentation of various types of hardware, applications and network issues. If a solution is not available, they need to be able to identify issue patterns and escalating them as appropriate in order to minimize downtime. In addition, the technician will also need to manage day-to-day monitoring of critical systems and maintaining security compliance of approved and supported association hardware / equipment.
Essential functions and responsibilities include, but are not limited to:
- End-user Support: Provide advanced technical support to perform troubleshooting for complex hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computer administration.
- Asset Management: Work closely with department managers to maintain equipment and records of inventory maintenance, recycle and reporting.
- Mobile Device Management: Access controls, compliance regulation, Application controls, (Laptops and mobile devices)
- User and Data Security / Management: Provides oversight and guidance to the deployment staff and support. Assign appropriate user permissions and address data recovery through user requested file restores.
- Infrastructure Support: Maintain SLA compliance, identify common issues and make recommendations so that systems can function in a faster, dependable, and more secure manner by use of help desk to gather tickets raised by end users for problems by monitoring and tracking them
- Communication: Clearly communicate with managers, co-workers and end users to ensure the understanding of the proper use of technology and any troubleshooting that may be needed
- Works closely with Senior managers and peers to establish future growth and transitions in new technology for the association and users
- As required, must be available on a 24-hour basis for emergency support. Only when required and considered abnormal to general operations.
- Associate’s degree in Computer Science or Management Information Systems, Bachelor’s preferred
- 3 plus years’ working as part of a helpdesk team, 4 plus years preferred
- 3 plus years’ experience using a helpdesk ticket management system and able to document and read/write technical and non-technical material, 4 plus years preferred
- Experience and knowledge with Windows desktop operating systems, active directory and Google applications
- Certifications in A , Network or Security preferred
Knowledge, Skills and Abilities:
- Solid analytical and problem-solving skills. Technicians need to have extensive knowledge of computer hardware, peripherals and complex network diagnostic skills
- Excellent interpersonal skills, ability to explain technical concepts to people from non-technical backgrounds, aptitude to understand and follow standard operating procedures, and being able to perform under trying circumstances. Technicians should be able to document problem explanations precisely and also to keep communicating with end users during the process of problem resolution.
- Experience and knowledge with Windows desktop operating systems, able to work with various applications, video conference technologies / room solutions. Cloud hosted Phone Systems, Microsoft 365 and Google applications. Technician should have a strong understanding with IP protocols, such as TCP/IP, DHCP and DNS, as well as a high level understanding of Active Directory and complex networks.
- Laptop/Desktop hardware and peripherals, able to troubleshoot, install and repair equipment and when working with end users remotely be able to troubleshoot and resolve complex issues via remote control, email, telephone and webchat.
- Experience using a helpdesk ticket management system and able to document and read/write technical and non-technical material and escalate problems by following proper policies and procedures
- Able to learn and adapt to new technologies.
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.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.