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# Technician, Service Desk Tier 1 Organization

- **Company:** The American Hospital Association (AHA)
- **Location:** Chicago, IL, United States (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Apple Mac Systems, Software Applications, Microsoft Outlook, Information Systems, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Ethernet, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, Microsoft Software, M Programming Language, Networking Basics, Network Administration, Microsoft PowerPoint, Remote Desktop Services, Remote Service Software, Software Engineering, System Software, TCP/IP, Transmission Control Protocol (TCP), Cisco WebEx, Cisco Anyconnect, Wi-Fi Technology, Computer Networking Systems, Tablet Computers, Software Troubleshooting, Guidewire PolicyCenter, Information Technology, Network Support, Laptops, Cisco
- **Published:** August 27, 2026
- **Apply:** https://www.careerbuilder.com/job-details/technician-service-desk-tier-1-chicago-il--28cad0c7-697c-40ee-b2bd-1d0be89657a8

## About the Role

* Some College Information Systems, Computer Science, Computer Systems or Networking Required

Minimum Qualifications: Work Experience

 * 1-3 years Experience in customer service roles that involve troubleshooting technical issues Required

Minimum Qualifications: Knowledge, Skills and Abilities

 * Understanding of effective communication techniques and customer service best practices - Required
 * Understanding of common troubleshooting methodologies for resolving technical issues - Preferred
 * Proficiency in Windows operating systems (Windows 10, 11) - Required
 * Basic knowledge of macOS - Preferred
 * Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) - Required
 * Basic knowledge of remote desktop software (e.g., GotoAssist) - Required
 * Basic troubleshooting of desktops, laptops, and printers - Required
 * Basic understanding of mobile devices (smartphones, tablets) - Preferred
 * Basic understanding of network fundamentals (TCP/IP, DNS, DHCP) - Required
 * Ability to troubleshoot basic connectivity issues (Wi-Fi, Ethernet) - Preferred
 * Familiarity with VPN setup and troubleshooting (Cisco AnyConnect) - Required
 * Experience installing and configuring software applications - Required
 * Proficiency in using remote support tools to assist users - Required
 * Ability to guide users through troubleshooting steps remotely - Required
 * Proficiency with communication platforms (e.g., Microsoft Teams) - Required
 * Ability to assist users with video conferencing tools (e.g., Team, Zoom, Webex) - Required
 * Proven ability to conduct research and plan resolution path for end user computer or software issues - Required
 * Proven ability to prioritize and execute tasks in a high-pressure environment - Required
 * Proven ability to read and interpret technical documents and procedure manuals - Required, Best Practices, Cisco Network Systems, Communication Skills, Computer Networks, Computer Science, Computer Software, Computer Systems, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop PC, E Programming Language, Establish Priorities, Ethernet, Healthcare Providers, Hospital, Identify Issues, Information Technology & Information Systems, Knowledge Base, Laptop PC, Mac Operating System, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Word, Mobile Devices, Network Administration/Management, Network Support, Network System Software, Printers, Problem Solving Skills, Research Skills, Smartphones, Support Documentation, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Technical Writing, VPN (Virtual Private Network), Videoconferencing, WebEx, Wi-Fi

## Description

Responsible for playing a critical role to ensure the smooth operation of the association's IT infrastructure by acting as the first point of contact for all technical issues. This position is responsible for providing prompt and effective technical support to users across various departments, helping them navigate and resolve issues related to hardware, software, and network systems. The position troubleshoots problems, guides users through step-by-step solutions, and escalates more complex issues to higher-level IT staff when necessary. This position also involves documenting support procedures, contributing to the knowledge base, and identifying opportunities for improving the efficiency and effectiveness of the IT support process.Essential Functions

 * Diagnose and resolve hardware, software, and network issues through troubleshooting steps, ensuring minimal downtime for users.
 * Assist in the setup, configuration, and deployment of new computers and software.
 * Assist in the offboarding and control of association's laptops and mobile devices.
 * Assist in the maintenance and update technical documentation and user guides.
 * Perform other duties as assigned.


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