Lead Technical Support Analyst

Desktop Support in Washington, DC

Posted 2019-03-19

Lead Technical Support Analyst



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.

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

How will you make an impact?

•Serve as an escalation point on incidents that cannot be resolved on first touch.
•Mentor and coach a small team of Technical Support Analysts
•Ensure prompt recovery of compromised service and implement workaround if necessary
•Collaborate with Central Procurement Office (CPO) to maintain software and hardware inventory and ensure software license compliance.
•Contact software and hardware vendors to request service regarding defective products
•Monitor, track and communicate the progress of incidents, keeping those affected informed and up to date with the status.
•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.
•Participate in the development, implementation, and adherence to IT documentation of policies, standards and procedures.
•Participate in after-hours support for emergency situations

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
• One or more of the following certifications: A+, Network+, HDI Support Center Analyst, MCSA, ITIL v3 Foundations
•Advanced knowledge of IT Service Management tools
•Advanced knowledge of TCP/IP, DNS, DCHP
•Intermediate knowledge of MacOS
•Intermediate knowledge of PowerShell
•Intermediate knowledge of User Account Creation and Management
•Demonstrated customer service skills and ability to work in a team environment
•Possess excellent troubleshooting, communication and verbal skills
•Ability to communicate technical information to end users in non-technical language that can be easily understood
•Excellent analytical and problem solving skills
•Excellent interpersonal skills in end user support and peer interactions
•Proficient with Windows 10, MS Office 2016, Office 365, Azure, Microsoft Active Directory, System Center Configuration Manager, WebEx, Cisco Jabber, RSA two-factor authentication, 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.

BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Internet Explorer v.10 or higher.

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