Technical Support Specialist 2

AIR's Information Technology (IT) team is seeking aTechnical Support Specialist 2 to join our innovative group. The IT team provides a secure technology environment that enables AIR to work more productively and efficiently. This position reports to the Director of IT Service Delivery.

In this role, you will collaborate with a dynamic team and have opportunities to pursue long-term career development goals. If you are excited to contribute to a collaborative, hands-on environment, this role is a great fit.

This position is based in AIR's Crystal City, Virginia office and requires the individual to be onsite five days a week.

Founded in 1946 and headquartered in Arlington, Virginia, the American Institutes for Research (AIR) is a nonpartisan, not-for-profit organization that conducts behavioral and social science research and delivers technical assistance to address some of the most pressing challenges in the United States and globally. We generate evidence and apply data-driven solutions that expand opportunities and improve lives for all.

Responsibilities:

• Serve as the first point of contact for basic to advanced IT incidents and requests.
• Respond to customer support tickets promptly, provide technical support and follow through, document resolutions to support requests daily, and escalate tickets as needed.
• Ensure end-to-end customer support across the institution. Engage other technical resources to resolve incidents.
• Provide a positive customer support experience and build strong professional relationships.
• Follow established AIR processes and procedures and make suggestions to increase efficiency.
• Maintain and grow knowledge of technologies, products, services, and policies.
• Duties, responsibilities, and activities may change, or new ones may be assigned at any time based on business needs.

Qualifications:

Education, Knowledge, and Experience

• Bachelor's degree in Information Technology or technical certification and at least 1 year of IT experience preferred but not required.
• Beginning level of hands-on skills with Microsoft Windows and Macintosh platforms.
• Provide after-hours support on a rotational basis with occasional travel required to offices in local geography.

Skills

• Effective communicator with the ability to work with individuals at all levels and from a variety of backgrounds in a virtual work environment.
• Demonstrated ability to work well independently and collaboratively as needed, while prioritizing multiple objectives and projects to consistently meet established timelines.
• Demonstrated proficiency in communication with strong attention to detail.
• Strong troubleshooting, critical thinking, and problem-solving skills.
• Consistently punctual, attending work on time and adhering to the assigned schedule.
• Ability to communicate technical information in an accessible manner to non-technical staff.
• Excellent customer orientation and follow-up, supported by strong service delivery skills.
• Proficient in standard Microsoft 365 applications, including OneDrive, SharePoint, Excel, Word, PowerPoint, and Adobe Acrobat Pro.

Disclosures:Applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for this position. Depending on project work, qualified candidates may need to meet certain residency requirements.

American Institutes for Research is an equal employment opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without discrimination on the basis of age, race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability. AIR adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo reference and background checks. AIR maintains a drug-free work environment.

ACCESSIBILITY NOTICE:If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to Taliba Boone at tboone@air.orgor call 202.403.5000.

Fraudulent Job Scams Warning & Disclaimer:AIR is aware of individuals falsely presenting themselves as AIR representatives. Fraudulent job scams seek to extract sensitive information or money from victims. To protect yourself, please be aware that AIR recruitment will only email you from an "@air.org" domain. Please take extra caution while examining the email address, for example jdoe@air.org is correct and jdoe@aircareers.org is not a legitimate AIR email address. If you are unsure of the legitimacy of a communication you have received, please reach out torecruitment@air.org. If you see a job scam, or lose money to one, report it to the Federal Trade Commission (FTC) atReportFraud.ftc.gov. You can also report it to your state attorney general. Find out more about how to avoid scams atftc.gov/scams.