Technology Support Representative

Overview

Now is the time to join us and make a difference. Be a relentless force for a world of longer, healthier lives. Here at the American Heart Association, you matter and so does your career.

TheTechnology Support Representative is a member of the Technology Service Desk and provides hardware and software support for American heart Association National Center and Regional staff via phone, email and online. Documents processes and provides end user education. Maintains and aligns with American Heart Association business, hardware, and software standards. Must be responsible to keep current with technology trends including new programs and initiatives as introduced. Strong customer service skills are required.

The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.

\#TheAHALife is our company culture, our way of life, reflecting our diversity, equity & inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued™ at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X (formerly Twitter), and at heart.org.

Responsibilities

• Provide phone support to National Center and Regional American Heart Association staff for hardware, software, and Enterprise application issues. Perform trouble shooting for laptops, printers, network, O365 and other supported products.
• Provide clear and detailed documentation using ITSM tracking system for reported incidents and requests.
• Works with appropriate BT and/or business groups to resolve issues reported to Technology Service Desk
• Provide call follow-up for all open tickets.

Qualifications

• 2 years previous Service Desk/Call Center experience.
• Technical skills supporting such applications as O365, MS Windows OS, MS Teams, Dynamics, Chrome, and other non-Microsoft applications on client computers.
• Cherwell Service Management, ServiceNow or similar ITSM experience.
• VPN, networking experience
• Active Directory; Azure
• Laptop/Printer/Telephony troubleshooting experience.
• Fund-raising and Cyber Security application experience a plus.

Compensation & Benefits

Expected pay range will be $48,750 to $58,000. Pay is commensurate with experience; geographic differentials to the pay range may apply. The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details.

• Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs, based on the type of position.
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
• Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

The American Heart Association’s 2024 Goal: Every person deserves the opportunity for a full, healthy life. As champions for health equity, by 2024, the American Heart Association will advance cardiovascular health for all, including identifying and removing barriers to health care access and quality.

At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities. We're committed to ensuring our workforce, workplace culture and mission have a shared impact across a diverse set of backgrounds.

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LocationUS-TX-Dallas

Posted Date5 days ago(3/7/2024 7:04 PM)

Requisition ID2024-12540

Job CategoryInformation Technology

Additional LocationsDiversity Distribution US - Top 57

Position TypeFull Time

Location: OH-Cincinnati