IT Support Technician

About Alcoholics Anonymous

Founded in 1935, Alcoholics Anonymous World Services (A.A.W.S) is a 501(c)3 non-profit organization and an international fellowship of people who have had a drinking problem. The Alcoholics Anonymous fellowship is nonprofessional, self-supporting, multiracial, apolitical, and available almost everywhere. The General Service Office (GSO) in the Morningside Heights neighborhood of New York City employs approximately 85 individuals (both alcoholic and non-alcoholic) and serves over 2 million members in the US and Canada.

Our mission at the GSO is to support carrying the message of Alcoholics Anonymous to the still-suffering alcoholic by providing services to A.A. members, groups, and others; publishing and distributing A.A literature, preserving A.A. history, and sharing A.A.’s collective experience. Not only is our team incredibly mission-driven, but also tremendously supportive of each other as both colleagues and individuals.

Job Summary

The IT Support Technician is responsible to provide Tier 1-2 technical support for all help desk calls. This role is responsible for setting up equipment for Board meetings, Conference, and is on-call technical support for meetings off premises. This role also provides excellent customer service in person or remotely while responding to and resolving computer and printer hardware and software issues for our team in a timely manner. This role is eligible for hybrid work with 4 days in the office.

Duties & Responsibilities

• Provide technical support for the entire organization, including hardware and software implementation and updates, rebuilding and/or deploying of computers and peripherals
• Provide Tier 1 customer support; login access; troubleshoot, diagnose, and resolve desktop hardware and software issues in a timely manner with minimum downtime. Delegate Tier 2 issues to appropriate TS personnel
• Support the roll-out of hardware and software upgrades; perform basic maintenance of databases and individual computers
• Assist with server room operations and maintenance tasks
• Maintain and update technology equipment list
• Provide off-site technical support during Board meetings to our team
• Work with vendors to identify appropriate equipment or software upgrades; place management-approved orders; and troubleshoot issues and coordinate repairs
• Support cybersecurity training platform, KnowBe4, including rollout of phishing campaigns and analyzing results; training campaign implementation; deployment of new tools; and user administration
• Configure, test, install, and maintain computers, laptops, and desktop printers
• Participate in cost-effective productivity improvement projects
• Other duties as assigned

Required Skills & Experience

• 3-5 years’ experience in similar role, with similar responsibilities
• Bachelor’s degree majoring in Information Technology or related discipline or equivalent practical experience
• Thorough knowledge of desktop, both Window and Mac, computer hardware setup and maintenance
• Demonstrated ability to adapt and learn new technologies as the technical requirements of A.A.W.S. change and expand
• Thorough knowledge of Microsoft 365 and Office Suite applications, knowledge of Windows and cloud Active Directory, general database knowledge, GIT Hub, and web application knowledge
• Deep understanding of IT Operations framework, which includes network (DNS, security, etc.)
• Troubleshooting skills related to hardware, printers, Office 365, network
• Experience with Azure, Acquia or other cloud providers
• Cybersecurity, which includes incident response and threat mitigation experience
• Conference room audio and video equipment experience
• Basic programming, automation, scripting is a plus
• Punctuality and reliability
• Strong communication and interpersonal skills with the ability to collaborate effectively with employees at all levels of the organization, providing outstanding customer service
• Excellent organizational skills
• Detail-oriented with follow up skills
• Strong documentation skills

Physical Requirements

• Position requires sitting and completing tasks using a computer for long periods of time
• Vision abilities required by this job include close vision work, mostly on a computer screen
• Ability to lift, move, pull, and push equipment up to 50 pounds from floor to workstations
• Ability to work under desks, moving or replacing dusty equipment
• Position often requires using hands and fingers to handle equipment
• Ability to stand, walk, reach with arms and hands, climb or balance, and stoop, kneel or crouch

Pay & Benefits

This salaried, non-exempt position has a starting salary of $55,000-$60,000.

The organization offers robust health benefits such as medical, dental, vision, health reimbursement account, long- and short-term disability, and life insurance. The organization also offers PTO beginning at 15 vacation days, 10 sick days, 3 personal days, and paid company holidays. Additional benefits include a 403b plan with employer contribution, tuition reimbursement program, and salary continuation program, all of which are available after 12 months of employment.

Applying

A.A.W.S. is committed to the full inclusion of all individuals. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodation. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected] or 212-870-3138.

A.A.W.S. is committed to maintaining a diverse and inclusive environment and is proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, familial status, sexual orientation, national origin, ability, age, or veteran status.