Would you like to work at one of the nation’s most respected, mission-driven organizations? If so, the American Academy of Pediatrics (AAP) is seeking a Technical Support Representative I to deliver quality technical services and support to end users by researching and answering questions; tracking and troubleshooting problems; and configuring and maintaining hardware and software. This person will manage vendor relationships pertaining to maintenance and next level support for IT products and services. They will also assist with providing setup and support of virtual and hybrid meetings in the AAP on-site Conference Center using various platforms and technologies.
Hours: 8:00am – 4:30pm, with a 1-hour lunch.
Associate’s degree in computer science or an equivalent combination of relevant education and work experience required. A+ Certification preferred.
Minimum one year related technical support experience required and solid knowledge of commonly used concepts, practices, and procedures within IT field.
Strong software and hardware troubleshooting and maintenance experience required, as well as thorough knowledge of Microsoft Windows operating systems and MS Office software suite, familiarity with enterprise virtual meeting platforms (eg, WebEx, Teams, Zoom), and the ability to develop new skills as needed to support new and existing products and applications.
Some evening/weekend work and occasional travel may be required.
Some tasks include:
Accept and prioritize staff requests via phone, email, walk-up, and web. Ensure all requests are entered into ticketing system and resolved or escalated in accordance with service level agreements.
Install and configure approved staff hardware and software. Stay abreast of current technology roadmaps to plan and undertake scheduled maintenance upgrades and replacements.
Provide technical assistance to staff. Diagnose, test, and repair hardware or software problems with computers, laptops, peripherals, and phones.
Provide support for all printing, streaming, and A/V equipment and coordinate maintenance needs and next level support with systems staff and/or contracted vendors.
Provide daily operational and technical support of video conferences and virtual meetings and events using various platforms and technologies such as Microsoft Teams, WebEx and Zoom.
Serve as the IT subject matter expert on virtual meeting orchestration. Keep current on new conferencing/meeting platforms and trends, and make recommendations on new systems, upgrades, and procedures to improve meeting host and attendee experience.
Respond to after-hours emergency technical issues as required.
Why work for the AAP?
Flexible hours and a focus on work/life balance.
State-of-the-art building equipped with standing desks, treadmill desks, cycle desks, on-site fitness center, and on-site exercise classes.
An on-site cafeteria with food costs that are subsidized by AAP.
Strong focus on mental health and wellness.
Competitive PTO and sick leave.
Excellent parental benefits, including adoption assistance.
A full list of benefits can be found here (https://downloads.aap.org/DOHRAS/BenefitsAtAAP.pdf).
Hybrid work environment of 40% of work time in the office per month.
All AAP employees must be fully vaccinated against COVID-19. Requests for a medical or religious accommodation in regard to this vaccination can be submitted for consideration upon an offer of employment.
The AAP offers an excellent work environment, competitive salary, and a comprehensive benefits package. As a reaffirmation to our employee-focused culture, since 2005 the AAP has been named one of the 101 Best and Brightest Companies to Work for in the Chicagoland area. Additionally, we are an Equal Opportunity Employer of Minorities, Females, Individuals with Disabilities, and Veterans that values the strength diversity brings to our workplace.
Reasonable Accommodation: Individuals with a disability in need of a reasonable accommodation regarding the job application process may call 630-626-6297. Please note, only those inquiries concerning a request for reasonable accommodation will receive a response.
The American Academy of Pediatrics (AAP) is a membership organization of 67,000 pediatricians and approximately 475 staff committed to the optimal physical, mental, and social health and well-being for all infants, children, adolescents, and young adults. The AAP promotes pediatrics and advances child health priorities by developing policy, conducting research, building coalitions, raising public awareness, funding community-based projects, and supporting training and professional education for our membership.