IT Support Specialist (Help Desk Tier 1 & Tier 2) 50 views0 applications

American College of Obstetricians and Gynecologists (ACOG)
is currently seeking a IT Support Specialist (Help
Desk Tier 1 & Tier 2)
to manage projects and deliver
solutions that have a significant technology component on time and meeting
financial objectives through a disciplined approach to business analysis and
project management. This includes both interdepartmental and cross-functional
teams in all project phases from requirements definition and solution design to
testing, deployment and end user training.

  • Provide 1st & 2nd level technical support (in
    person, via phone, remote) for ACOG staff, members and visitors
  • Install, configure, maintain and troubleshoot a wide
    range of technical solutions relating to applications, system software,
    computer hardware, mobile devices (iOS and Android) and computer
  • Consistently record support activities in Help Desk
    ticketing system and follow up as necessary to ensure staff technology
    needs are met
  • Create, maintain and utilize base computer image for
    the initial installation and configuration of information technology
    hardware, software and peripherals used by ACOG staff
  • Perform user account administration, provisioning and
    file rights management for employee email, phone, file stores, network and
    application accounts in a 220 onsite user environment
  • Develop end user documentation for ACOG staff and
    technical documentation and training materials for IT team members
  • Provide basic VoIP support and escalate issues to VoIP
    provider as needed
  • Research technical solutions and escalate as
    appropriate and perform root cause analysis to proactively reduce or
    eliminate potential future problems
  • Evaluate and procure approved hardware/software and
    conduct an annual physical inventory of all ACOG owned technology assets
  • Contribute to planning and executing of projects,
    including performing project activities, providing status reports, and
    communicating effectively with stakeholders and management
  • Actively contribute to the maintenance (patches &
    updates) of a secure computing environment
  • Assist with staff moves/adds/changes
  • Provide after hours support as needed


  • Minimum of two years of experience in information
    technology experience requiring organization, prioritization,
    troubleshooting, confidentiality, timeliness, and working independently to
    successfully install, configure, maintain, and support Windows and/or Mac
    desktop operating systems and software
  • Bachelor’s degree in MIS, Computer Science, or
    technology-related field or an equivalent combination of education and
  • Preferred qualifications include one or more of the
    following CompTIA A+, Network + and/or Security+ certifications, Microsoft
    Active Directory, Exchange
  • Demonstrated proficiency with Windows 7, Mac OS X,
    Microsoft Office applications, browsers, mobile devices (iOS &
  • Minimum of one year of experience using Microsoft
    Exchange or other email package admin support
  • Demonstrated history of superior communication skills,
    verbal and written, with diverse personalities, technical competency
    levels, and cultures
  • Experience, and commitment to, providing exceptional
    customer service
  • Self-motivated and directed with a keen attention to
  • Ability to effectively prioritize and execute tasks
  • Physically perform essential job functions with or
    without reasonable accommodation, to include, but not limited to:


    • Continuous sitting or standing, typing, and writing
    • Occasional lifting/carrying up to 50lbs
    • Occasional bending/twisting/crawling on floor to
      address computer issues



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