Posted 3 weeks ago

Technical Support Representative I

Company: American Academy of Pediatrics
Category: IT


Type: Full Time

American Academy of Pediatrics is seeking a Technical Support Representative 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. Manage vendor relationships pertaining to maintenance and next level support for IT products and services. Duties and responsibilities:

  • 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 support and user administration for conferencing platform, as well as technical support for meetings.
  • Respond to after-hours emergency technical issues as required.
  • Support and manage loanable IT equipment; manage inventory records.
  • Contribute to IT communications and documentation developed for the user base. (eg, Tech Tips, isafe, Windows Updates, wall board presentations.)
  • Act as IT resource for projects as necessary.
  • Identify process improvements to enhance the user experience.