Job Information
American Institutes for Research Technical Support Specialist 2 in United States
Overview
AIR’s Information Technology (IT) team is seeking a Technical Support Specialist-2 to join its innovative group. The Information Technology team provides a secure technology environment that allows AIR to become more productive (quantity) and efficient (quality). This position reports to the Technical Support Services Manager, IT.
You will work with a dynamic team and have opportunities to pursue mutual, long-term career development goals. If you are excited to be part of a dynamic team and want to roll up your sleeves, this role is for you.
This position offers a combination of telework and in-office work. Candidates hired will rotate between AIR's DC metro area offices, including Rockville, MD, Arlington, VA, and Washington, D.C.
About AIR:
Established in 1946, with headquarters in Arlington, Virginia, AIR is a nonpartisan, not-for-profit institution that conducts behavioral and social science research and delivers technical assistance to solve some of the most urgent challenges in the U.S. and around the world. We advance evidence in the areas of education, health, the workforce, human services, and international development to create a better, more equitable world.
AIR’s commitment to diversity goes beyond legal compliance to its full integration in our strategy, operations, and work environment. At AIR, we define diversity broadly, considering everyone’s unique life and community experiences.We believe that embracing diverse perspectives, abilities/disabilities, racial/ethnic and cultural backgrounds, styles, ages, genders, gender identities and expressions, education backgrounds, and life stories drives innovation and employee engagement. Learn more about AIR's Diversity, Equity, and Inclusion Strategy and hear from our staff byclicking here (https://www.air.org/our-commitment-diversity-equity-and-inclusion) .
Responsibilities
The responsibilities for the position include:
Serve as the first point of contact for basic to advanced IT incidents and requests.
Respond to customer support tickets promptly, provide technical support and follow through, document resolutions to support requests daily, and escalate tickets as needed.
Ensure end-to-end customer support across the institution. Engage other technical resources to resolve incidents.
Provide a positive customer support experience and build strong professional relationships.
Follow established AIR processes and procedures and make suggestions to increase efficiency.
Maintain and grow knowledge of technologies, products, services, and policies.
Duties, responsibilities, and activities may change, or new ones may be assigned at any time based on institutional needs.
Provide after-hours support on a rotational basis with occasional travel required to offices in local geography.
Must consistently attending work on time and adhering to the assigned schedule.
Qualifications
Education, Knowledge, and Experience:
Bachelor’s degree in Information Technology or technical certification.
Beginning level of hands-on skills with Microsoft Windows and Macintosh platforms.
Least 1 year of IT experience preferred but not required.
Skills:
Effective communicator with the ability to work with individuals at all levels and from diverse backgrounds in a virtual work environment.
Demonstrated ability to work well independently, and collaboratively as needed, while prioritizing multiple objectives and projects to consistently meet established timelines.
Demonstrated proficiency in written and verbal communication with strong attention to detail.
Demonstrated troubleshooting, critical thinking, and problem-solving skills.
Must have the ability to communicate technical information in an accessible manner to non-technical staff.
Proficient in using standard Microsoft 365, including OneDrive, SharePoint, Excel, Word, PowerPoint, and Adobe Acrobat Pro.
Disclosures:
Applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for this position. Depending on project work, qualified candidates may need to meet certain residency requirements.
All qualified applicants will receive consideration for employment without discrimination on the basis of age, race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.
AIR adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo reference and background checks.
AIR’s Total Rewards Program , is designed to reward our staff competitively and motivate them to achieve our critical mission. This position offers an anticipated rate of $31.00 - $33.00 per hour. Salary offers are made based on internal equity within the institution and external equity with competitive markets. Please note this is the annual salary range for candidates that are based in the United States.
AIR maintains adrug-free work environment (https://www.air.org/sites/default/files/2023-05/Workplace-Drug-Policy-2023.pdf) .
Fraudulent Job Scams Warning & Disclaimer:
AIR is aware of individuals falsely presenting themselves as AIR representatives.Fraudulent job scams seek to extract sensitive information or money from victims. To protect yourself, please be aware that AIR recruitment will only email you from an “@air.org” domain. Please take extra caution while examining the email address, for example jdoe @air.org is correct and jdoe @aircareers.org is not a legitimate AIR email address . If you are unsure of the legitimacy of a communication you have received, please reach outto recruitment@air.org .
If you see a job scam, or lose money to one, report it to the Federal Trade Commission (FTC) at ReportFraud.ftc.gov . You can also report it to your state attorney general . Find out more about how to avoid scams at ftc.gov/scams .
#LI-DC1
Submit an interest application (https://jobs-airdc.icims.com/jobs/13183/technical-support-specialist-2/job?mode=apply&apply=yes&in_iframe=1&hashed=1374627785)
Please note, each section of the application is required in order for you to be considered for this opportunity. If you do not complete the required screening questions, or if you close your browser before completing each section of the application, your application will not be submitted for this position.
American Institutes for Research is an equal employment opportunity/affirmative action employer committed to excellence through diversity. Minorities, women, individuals with disabilities and veterans are encouraged to apply.
American Institutes for Research’s commitment to Diversity goes beyond legal compliance to its full integration in our strategy, operations and work environment. Diversity is valued and Inclusion is reflected in all efforts to recruit, develop, and engage the diverse staff needed to accomplish our mission.
ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to Taliba Boone at tboone@air.org or call 202.403.5000.
Job Location US-Remote
Job ID 13183
Job Location United States
Category Help Desk/Call Center