Job Description:

JOB SUMMARY Responsible for service and advice to end-users on software- and hardware-related problems. Installation and configuration of domain accounts, email accounts, workstations, user software, and equipment. Provide support for complex, multi-protocol Audio-Video conferencing, meetings, and Zoom meetings. Day-to-day operation and maintenance of applications, workstations, and printers in the AOA network. Occasional after-hours andor weekend work required. Occasional travel required. ESSENTIAL FUNCTIONSThe following description of job responsibilities and standards is intended to reflect the major responsibilities and duties of the job but does not describe all duties that may be assigned.Responsible for installation, configuration and maintenance of workstations, printers, and other devices.Responsible for supporting Audio Video equipment before and during meetings and conferences and providing setup, training, and troubleshooting.Manage user access to the network, including creation, maintenance and deletion of network accounts, domain groups, user and shared mailboxes, and user, group, and departmental directories and related security controls.Regular interaction with infrastructuresystem engineers for solution research, configuration, trouble shooting, etc.Provide highly skilled support for problems that affect users' ability to access or utilize network resources, PC hardwaresoftware, Zoom, VPN and AV systems.Determine appropriate 3rd party support resources for externally supported systems, providing follow-up and ensure timely resolution to users' issues.Use ticketing system and other means to effectively and proactively communicate status and information to IT and non-IT staff, providing the highest possible level of customer service.Setup and maintain VOIP desktop phones and cloud-based phone systems.Support remote workers.MINIMUM QUALIFICATION OR EXPERIENCE Education: Bachelor's Degree in Information Systems or Computer Science or equivalent work experience.Experience: Four years professional experience in an end-user technical support role. Understanding of network administration, user administration, voice and video conference systems and conference room technology.SPECIAL SKILLSEQUIPMENTHardware in use:Dell, Lenovo and Apple laptops and desktopsAccessories (cameras, speakers, printers, docking stations, monitors)Complex conference room AV equipment Ubiquiti switches, routers, WiFi access pointsOccasional support for iPhone, iPad, and Android mobile devicesDesktop VOIP phones, e.g., Polycom, VtechSoftware in use:Windows and MAC Operating Systems Active DirectoryNetworkingNetwork file shares (with group-based mapping and access)Web browsers and cloud-based software systemsCyber-security (CyberReason, MS365 and Barracuda email defenses)MS 365 Office Suite (Outlook, Word, Excel, Teams, OneDrive, PowerPoint, SharePoint)Exchange OnlineVarious custom software systemsAdobe (Acrobat, Creativity Suite, etc.), Various other products (SPSS, Zoom, ODBC, etc.)Remote-support utilities (VPN, Quick Assist, TeamViewer, RDP)Cloud-based telephone systems (Nextiva, Nextiva Call Center)Help Desk & Asset Management tools (e.g., Zoho Desk, Lansweeper)Skills:Strong service-oriented philosophy and approachPositive attitude with strong communication skillsCustomer support and customer interaction skillsAble to instruct others on effective use of technologyDemonstrated experience on the above hardware & software systemsAbility to troubleshoot and resolve a wide variety of sometimes complex problemsUnderstanding of IT management and processes, and able to improve processesConducting effective tests and inspections of products, services, or processes to evaluate quality or performanceStrong written communication skills, including technical and user-facing documentationAbility to research, analyze, and identify solutions to improve group or organization effectivenessAble to travel for occasional meeting and event supportPHYSICAL, MENTAL DEMANDSWORKING ENVIRONMENTPHYSICALSitting: 50% StandingWalking: 50%Lifting: Minimal, less than 75 lbs. Vision: Computer, phoneMENTALHigh pressure; goal oriented; fast-paced, intellectually challenging. Able to handle multiple responsibilities simultaneously. ENVIRONMENTThe AOA utilizes a hybrid work model and Client Support Services has a rotating schedule to support staff that are onsite.Client Support Services supports office locations in Chicago and Washington, DC. Some travel may be required.We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.American Osteopathic Association is unable to sponsor work visas at this time.