Information Technology – IT Technician
Req #818
COVID-19 vaccination is required as a condition of employment (requests for reasonable accommodations for medical or religious reasons will be considered).
During this current situation with COVID-19, the ABA will
continue to accept and process applications for job opportunities. We
will conduct our recruitment process via alternative means (virtual interviews)
for the time being.
The ABA recruits employees seeking opportunities for challenging and substantive work defending liberty and pursuing justice in the U.S. and around the world. The ABA offers competitive employment benefits which include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401(k), commuter benefits, and more.
Provides technical support and guidance to all ABA staff members through any number of communications channels, such as telephone or e-mail across a broad-spectrum of PC/software issues.
Essential Job Functions and Responsibilities
-Responds to staff inquiries related to PC and/or software issues which are received through multiple channels.
-Answers, responds, categorizes, and prioritizes inbound incidents and service requests and enters such matters into the IT ticketing systems and/or acknowledges issues assigned within the provided Service Level Agreement (SLA).
-Provides troubleshooting and diagnostics on incident requests, consulting with business users to determine and recommend an appropriate solution, escalating, as appropriate.
-Logs all interactions on issues/incidents and follows-up with business users or other contacts pertinent to the issue in order to determine the best course of action.
-Working alone or as a member of an assigned team, completes assigned technical and/or technology-based projects.
-Will provide coaching, counseling, and/or mentoring to less experienced technicians on complex issues.
-Installs PCs, monitors, laptops, peripherals, and supporting software in workstations and offices and ensures that all equipment/software is working appropriately and within ABA standards. Makes determinations on the appropriate disposition of older equipment.
-Responsible for creating and updating process and procedural IT and staff documentation.
-May be required to offer after hrs. support including weekends.
Required Education, Qualifications, Experience
Possession of a bachelor’s degree from an accredited college or university and at least one year’s experience resolving IT end-user incidents/issues; OR, possession of a high school diploma or GED and at 3 years’ experience resolving IT end-user incidents/issues.
At least one year’s experience installing, removing, and/or ensuring the proper operation of PC, Macs, laptops, docking stations, and monitors in support of a business.
At least one year’s IT help desk experience interfacing with end-users in the identification and resolution of hardware and software issues.
Preferred Education, Qualifications, Experience
Possession of one or more of the following certifications: Apple Certified Associate, Apple Certified Mac Technician, Apple Certified Support Professional, Microsoft Certified Professional, Microsoft Technology Associate, Microsoft Certified Solutions Associate, Microsoft Certified Solutions Expert.
Women, minorities, veterans, and individuals with disabilities are encouraged to apply. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with the American Bar Association please call 956-365-3775 or [email protected].
Flexible/hybrid work arrangements may be available for residents of CA, IL, IN, DC, MD, VA, and TX. Residency requirements may apply.
Other details
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Pay Type
Salary
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