Help Desk Technician

The American Association of Nurse Practitioners® (AANP) is a full-service professional membership organization that empowers all Nurse Practitioners (NPs) to advance accessible, person-centered, equitable, high-quality health care for diverse communities through practice, education, advocacy, research, and leadership. AANP takes pride in serving the NP community and our team members work together to move the association forward.

We are looking for talented individuals to join our team. In addition to competitive benefits, AANP offers team members a creative work environment with the opportunity for personal growth and success.

POSITION SUMMARY

The Help Desk Technician provides technical support to the American Association of Nurse Practitioners (AANP) staff, whether in person, on the phone, or remotely. Their primary function will be to ensure AANP staff can properly operate any AANP technology devices they may be having trouble with. This position will provide end-user desktop support to include responding to user requests for service and determining the nature and extent of support needed, purchasing, installing, configuring, maintaining, and troubleshooting a wide range of software, hardware, and peripherals used throughout operations. They will perform hardware and/or software upgrades to existing computer equipment.

APPLICATION PROCESS

Applicants for this role must submit a cover letter and upload their resume with the online employment application.

WHERE YOU WILL WORK

This position will be 100% in office at our Austin, Texas National Headquarters. Relocation will not be provided.

ESSENTIAL RESPONSIBILITIES

You are expected to perform the following essential responsibilities of the position with reasonable accommodation. The position may include other responsibilities as assigned.

• Responds to user requests for service and determines the nature and extent of support needed. Completes or escalates tickets appropriately to resolve issues in a timely, team-oriented, collaborative manner.
• Utilizes existing checklists and procedure documents, and employs research, critical thinking, and creative problem solving to resolve customer issues.
• Provides excellent customer service and maintains high-quality service management through onsite and remote support interactions using approved remote technologies.
• Installs, configures, maintains, patches, and troubleshoots a wide range of software used throughout operations.
• Installs, configures, delivers, and maintains all PC desktops, laptops, phones, and peripherals.
• Performs hardware/software upgrades to existing computer equipment, including Microsoft Operating Systems.
• Performs moves, adds, deletes, and other changes for PC, phone, and peripheral equipment.
• Provides initial login credentials and assistance to new hires during onboarding process.
• Provides support, within reasonable limits, on Mac OS, iOS, Android OS.
• Makes recommendations for process improvement.
• Conducts research on potential technology solutions as assigned.
• Works with the Infrastructure Specialist as needed to procure new IT resources.
• Provides active directory network support by creating user accounts, emails accounts, and Office365 accounts; granting access to users; creating user groups; and managing shared resources and peripherals.
• Installs and supports client and server networked application software.
• Troubleshoots, repairs, maintains, installs, and performs testing activities on various computer equipment, peripherals, data communication, and computer network systems.
• Develops and maintains software and hardware inventory and tracking systems; develops inventory lists; and orders, stocks, and stores electronic components.
• Prepares and submits vendor warranty claims, parts, and documentation associated with warranty repairs.
• Submits tickets to third-party vendor support and manages issues until successfully resolved.
• Provides clients with hard-wired and wireless network access per IT standards.
• Performs preventive maintenance for computer, data communication, and/or peripheral equipment and tests and adjusts to appropriate standards.
• Maintains computer network documentation and updates computer maintenance manuals.
• Pulls monthly reports for manager review and follows up with assigned action items.
• Assists Infrastructure Specialist in performing IT systems duties, including server and network patching, configuring VPNs, managing backups, system monitoring, setting file permissions, and ensuring file system integrity.
• Performs all duties with an elevated level of accuracy, timeliness, courtesy, and professionalism.

QUALIFICATIONS

Education

Required:

• Bachelor’s degree in information technology, computer science, or relevant field.
• Equivalent experience in information technology, computer science, or relevant field can be substituted for education on a year for year basis above the minimum experience requirement.

Experience

Required:

• Two or more years of help desk, user support, troubleshooting peripherals, and new system setup experience.
• Four or more years of relevant experience in current technologies.

Knowledge, Skills, and Abilities

Required:

• Strong technical knowledge of TCP/IP networks, command line tools, and all Microsoft applications and operating system software.
• Knowledge of general privacy practices, laws, and ability to maintain strict confidentiality.
• Proven experience in enterprise-level infrastructure support.
• Proven analytical, evaluative, and problem-solving abilities demonstrating keen attention to detail.
• Ability to support other Windows-based applications as needed.
• Excellent ability to perform all communications in a courteous and professional manner.
• Ability to work with others in a fast-paced environment.
• Ability to handle multiple tasks, prioritize, and meet deadlines in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong work ethic and dependable.
• Ability to handle multiple tasks, prioritize, and meet deadlines.

Other

• Ability to travel to, and support, the AANP conferences or other company events as assigned (5‑10%).
• Regularly must move about inside an AANP office. Occasionally must travel to locations within the U.S. Ability to stand and sit for long periods; Must lift up and/or move computer equipment up to thirty (30) pounds occasionally; Regularly communicates with other employees or external contacts via phone or virtually via audio/visual device; Regularly must maintain focus and exchange detailed, complete, and accurate information through oral and written communication; Regularly operates business machines, computer, phone, and software systems.

BENEFITS

AANP offers attractive compensation; health, dental and vision insurance; 401(K) and employer match; generous paid time-off; 14 annual holidays, and a great work environment.

AANP is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, or any other status protected by the laws and regulations in locations where we operate. We celebrate diversity and are committed to creating an inclusive environment for all employees.

AANP will endeavor to provide reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability. If you require reasonable accommodation because of a disability in completing any part of the employment process, please contact Human Resources at (512) 442-4262 to help us understand the nature of your request and provide your contact information.