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Information Technology - IT Technician - Associate

ABA DC, 1050 Connecticut Avenue NW, Washington, District Of Columbia, United States of America Req #381
Thursday, December 19, 2019

During this current situation with COVID-19, the ABA will continue to accept and process applications for job opportunities.  We will conduct our recruitment process via alternative means (virtual interviews) for the time being.

The ABA recruits employees seeking opportunities for challenging and substantive work defending liberty and pursuing justice in the U.S. and around the world.  The ABA offers competitive employment benefits which include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401(k), commuter benefits, and more.

Job Summary/General Purpose of Job

Provides technical support and guidance to all ABA staff members through any number of communications channels, such as telephone or e-mail across a broad-spectrum of PC/software issues.

Duties/Job Responsibilities

Responds to staff inquiries related to PC and/or software issues which are received through multiple channels.

Answers, responds, categorizes, and prioritizes inbound incidents and service requests and enters such matters into the IT ticketing systems and/or acknowledges issues assigned within the provided Service Level Agreement (SLA).

Provides troubleshooting and diagnostics on incident requests and recommends an appropriate solution to the inquiry or, when necessary, escalates the issue to a more experienced Technician or responsible POC.

Logs all interactions on issues/incidents and follows-up with business users or other contacts pertinent to the issue/incident on each ticket.

Working alone or as a member of an assigned team, completes assigned technical and/or technically-based projects.

Installs PCs, monitors, laptops, peripherals, and supporting software in workstations and offices and ensure that all equipment/software is working appropriately and within ABA standards. Ensures the appropriate disposition of older equipment.

Performs other related duties as required.

 Principal Duties/Job Responsibilities (listed in order of importance and/or time spent)

Basic Qualifications and Interests

Possession of a bachelor’s degree from an accredited college or university and at least one year experience involving customer interaction and problem resolution; OR, possession of a high school diploma or GED and at least three years' involving customer interaction and problem resolution.

Preferred Qualifications

Previous work experience in an IT help desk environment.

Physical Requirements

Typical office environment, with the exception of those times when carrying and installing PC and peripherals.

Extent of Travel

As a normal course of business, this job will typically require travel of up to 5% of the time.

The American Bar Association is an Equal Opportunity, Affirmative Action Employer of all protected classes including veterans and individuals with disabilities.
Women, minorities, veterans, and individuals with disabilities are encouraged to apply. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with the American Bar Association please call 312-988-5188.

Other details

  • Pay Type Salary
  • Min Hiring Rate $48,000.00
  • Max Hiring Rate $60,000.00
  • Travel Required Yes
  • Travel % 5
  • Required Education Bachelor’s Degree
  • ABA DC, 1050 Connecticut Avenue NW, Washington, District Of Columbia, United States of America