Technical Support Analyst
Washington, DC

Job Description

Who we are:

The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. The AAMC strives to make a positive impact not only in your career, but in your life. We offer a comprehensive benefits package which features:

* Significant employer 403(b) contribution
* Public transportation subsidy
* Generous paid time off program
* Tuition reimbursement
* Wellness program that includes: discounted gym membership, onsite yoga and sponsored sports teams

Job Summary:

The Technical Support Analyst serves as single point of contact for all incidents and service requests. Identifies, analyzes and corrects events not part of the standard operation of service and those events that may cause disruption to or reduction in the quality of service. The Technical Support Analyst ensures prompt recovery of compromised service and implements workarounds if necessary. Technical Support Analyst also monitors, tracks and communicates the progress of incidents, keeping those affected informed and up to date with the status. The Technical Support Analyst informs users of service failures as soon as possible and aims to reduce the number of inquiries.

How will you make an impact?

* Serve as single point of contact for all incidents and service requests
* Troubleshoot and triage service request and incidents.
* Ensure prompt recovery of compromised service and implement workaround if necessary.
* Plan, install, configure and maintain records of incident and request calls and categorize these for historical retrieval by others.
* Monitor, track and communicate the progress of incidents, keeping those affected informed and up to date with the status.
* Inform users of service failures as soon as possible and aim to reduce the number of inquiries.
* Receive and deliver information about the availability of services and the procedure for obtaining them.
* Submit incident records to a final quality control before closure and ensure the incident is resolved with all information required to describe the incident's life-cycle is supplied in sufficient detail and recorded for future use.
* Resolve all incidents and service request on first touch if possible.
* Triage and escalate incidents to technical teams with higher level of expertise to obtain additional resources for addressing incidents when necessary.
* Perform post-resolution follow-up notification on all service request.
* Conduct customer satisfaction call-backs or surveys to assess quality of provided services.
* Participate in rotating 24/7 support
* Support internal user access to communication and collaboration tools through a self-service portal.
* Participate in the development, implementation, and adherence to IT documentation of policies, standards and procedures.
* Provide desktop user orientation
* Participate in GCC audit process and support technical response to audit requests and compliance
* Participate in after-hours monitoring of ticket queue for emergency situations
* Participate in continuous improvement of IT operational and technical standards.
* Contribute to team effectiveness
* Ensure accurate and timely reporting of projects, timekeeping, and ticket management

What will you gain?

* Experience working in a progressive technical environment
* Improve the experience of staff at the AAMC

What you'll bring to the role:

* Bachelor's Degree in Computer Science or a related field
* Minimum of three to five years' experience in information technology and customer service experience in a technical help desk or service desk environment
* A+ and Windows 7 Enterprise Desktop certification
* Intermediate knowledge of ticketing management solutions
* Working knowledge of TCP/IP, DNS, DCHP
* Knowledge of Information Technology Infrastructure Library (ITIL)
* Demonstrated customer service skills and ability to work in a team environment
* Possess excellent troubleshooting, communication and verbal skills
* Proficient with Windows 10, MS Office 2016, Office 365, Microsoft Active Directory, System Center Configuration Manager, WebEx, Cisco Jabber, RSA two-factor authentication, Symantec Enterprise Antivirus, Google Postini.

If a bachelor's degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.

The Association of American Medical Colleges (AAMC) is an Equal Opportunity/Affirmative Action Employer. The AAMC is committed to the policy of an equal employment opportunity in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.

Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name.

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