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Would you like to work at one of the nation’s most respected, mission-driven organizations?  If so, the American Academy of Pediatrics (AAP) is seeking a Technical Support Representative I 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. This individual will manage vendor relationships pertaining to maintenance and next level support for IT products and services. In addition, they will assist with providing setup and support of virtual and hybrid meetings in the AAP on-site Conference Center using various platforms and technologies.

Hours: 8am-4:30pm with a 1 hour lunch.

Qualifications needed:

• Associate’s degree in computer science or an equivalent combination of relevant education and work experience required. A+ Certification preferred.
• Minimum one year related technical support experience required and solid knowledge of commonly used concepts, practices, and procedures within IT field.
• Strong software and hardware troubleshooting and maintenance experience required, as well as thorough knowledge of Microsoft Windows operating systems and MS Office software suite, familiarity with enterprise virtual meeting platforms (eg, WebEx, Teams, Zoom), and the ability to develop new skills as needed to support new and existing products and applications.
• Some evening/weekend work and occasional travel may be required.

Some tasks include:

• Accept and prioritize staff service requests. 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, and peripherals.
• 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 daily operational and technical support of video conferences and virtual meetings and events using various platforms and AAP standard technologies such as Microsoft Teams, WebEx and Zoom.

Why work for the AAP?

• Flexible hours and a focus on work/life balance.
• State-of-the-art building equipped with standing desks, treadmill desks, cycle desks, on-site fitness center, and on-site exercise classes.
• An on-site cafeteria with food costs that are subsidized by AAP.
• Strong focus on mental health and wellness.
• Tuition reimbursement.
• Competitive PTO and sick leave.
• Annual year-end company-wide week off the last week of December.
• Excellent parental benefits, including adoption assistance.
• A full list of benefits can be found here (https://downloads.aap.org/DOHRAS/BenefitsAtAAP.pdf).

Hybrid work environment of 40% of work time in the office per month.

To learn more about the organization, see a full job description, and/or apply for the position, please visit https://www.aap.org/employment.

The AAP offers an excellent work environment, competitive salary, and a comprehensive benefits package. As a reaffirmation to our employee-focused culture, since 2005 the AAP has been named one of the 101 Best and Brightest Companies to Work for in the Chicagoland area. Additionally, we are an Equal Opportunity Employer of Minorities, Females, Individuals with Disabilities, and Veterans that values the strength diversity brings to our workplace.

Reasonable Accommodation: Individuals with a disability in need of a reasonable accommodation regarding the job application process may call 630-626-6297. Please note, only those inquiries concerning a request for reasonable accommodation will receive a response.

About American Academy of Pediatrics

The American Academy of Pediatrics (AAP) is a membership organization of 67,000 pediatricians and approximately 500 staff committed to the optimal physical, mental, and social health and well-being for all infants, children, adolescents, and young adults. The AAP promotes pediatrics and advances child health priorities by developing policy, conducting research, building coalitions, raising public awareness, funding community-based projects, and supporting training and professional education for our membership.

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