Department:     Information Technology

Reports to:        Vice President, Information Technology

FLSA status:      Exempt 

Salary Range:    $58,500 - $65,000

Summary:

The IT Technician is the first escalation point for technical problem resolution and the point of contact between IT and the rest of the user community for all technical support requests in CTIA's Help Desk system. Working with IT team members, this individual will troubleshoot and resolve user technology problems. This position reports directly to the Vice President, Information Technology.

Essential duties and responsibilities include the following (other duties may be assigned):

This list describes general job duties and responsibilities. It is not a complete list of duties.

• Intake and management of Help Desk requests received via email, voice mail and web app
• Refer HD requests to manager and/or Information Technology staff as appropriate
• Participate in technical awareness programs for user community
• Train end users on computer software and applications
• Update computer systems update using automated and manual processes
• Maintain Help Desk knowledge base articles
• Obtain information from IT team to accelerate open Help Desk ticket resolution/closure
• Troubleshoot audio/visual software and hardware issues in conference rooms
• Install and support user computer, software, printers
• Configure user computers
• Assist in managing laptop pool (administration, upkeep and maintenance)
• Maintaining the IT inventory
• Assist with file & print services related issues
• Proactively work with upper management on goals and deadlines
• Perform general IT operations support and coordination including set up meetings, drafting IT forms, end-user tickets, and performing other general activities/responsibilities as assigned.

Preferred Skills, Experience & Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Eligibility to work in the United States without visa sponsorship.
• At least 2 years of professional experience as an IT Technician or a similar role.
• Associate or Bachelor's degree in IT or equivalent experience in the IT field preferred.
• Experience working in an association/law firm, or in a similar professional services environment.
• IT operations support experience preferred.
• Technical knowledge of PC hardware and peripherals (computers, printers, scanners, etc.)
• Proven superior problem solving/troubleshooting skills
• Proficient in troubleshooting and fixing audio/visual problems, and conference room support
• Proven customer service excellence
• Knowledge of basic Windows OS administration, applications and policies
• Proficient in Microsoft Office programs
• Technical knowledge of smart phone/tablet hardware and applications

Supervisory responsibilities:

Not applicable.

Competencies:

To perform in this position successfully, an individual should demonstrate the following competencies:

Interpersonal Skills - Excellent oral and written communication skills in English, including communicating with diplomacy, discretion and tact. Ability to write clearly and translate technical jargon into understandable and user-friendly information.

Project Management - Responsible for technical support, training and outreach initiatives and time/process management.

Customer Service - Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Maintains confidentiality.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.

Teamwork - Contributes to building a positive team spirit.

Judgment - Exhibits sound and accurate judgment.

Planning/Organizing - Prioritize and plans work activities; Uses time efficiently.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.

Quality - Demonstrates accuracy and thoroughness.

Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction.

Physical demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, and use of motor skills.

Work environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. This position may require overtime. Candidate must be flexible to work overtime if needed.

Location:

CTIA is currently operating on a hybrid work schedule with in-person requirements on Tuesdays, Wednesdays, and Thursdays in its Washington, DC office.

This list describes general job duties and responsibilities. It is not a complete list of duties. Incumbents may be required to perform additional tasks related to these duties.

CTIA does not discriminate on the basis of age, sex, color, race, national origin, religion, sexual orientation, gender identity or expression, family responsibilities, marital status, personal appearance, veteran status, political affiliation, matriculation, genetic information, pregnancy or related conditions, disability or any other characteristic protected by law.