Technical Support Analyst

at American College of Surgeons in Chicago, Illinois, United States

Job Description


About the American College of Surgeons
The American College of Surgeons (ACS) is a professional and educational organization of surgeons that was founded in 1913 to raise the standards of surgical practice and improve the quality of care for surgical patients. The College is dedicated to the ethical and competent practice of surgery. Its achievements have significantly influenced the course of scientific surgery in America and have established it as an important advocate for all surgical patients. The College has more than 80,000 members and is the largest organization of surgeons in the world. For more information, visit .
Summary: Provides quality support with a high degree of customer satisfaction, technical expertise, and timeliness. Identifies, researches, resolves, and documents technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
This non-exempt position will report to the Technical Support Team Lead in the Division of Information Technology. It is based in our Chicago office and will require being in the office at least 4 days per week (with occasional opportunities to work remotely).
Provide individual assistance to users by troubleshooting PC Hardware and Software Problems including Windows operating systems, Office365, Active Directory, standard workstation software, SaaS, internet, and network connections.

Work with business departments to set up, install and upgrade computer technology and mobile tools.

Research, resolve, respond to, and document technical issues. Including monitoring alerts and ticketing systems.

Create training materials and process documentation for end users; provide individual and/or group training to customers as needed.
Required Education and/or Experience:
College degree, college coursework and/or technical certifications preferred; Microsoft certifications are a plus. Demonstrated curiosity in continuous learning.

At least 2 years' experience in a similar role in IT service management, demonstrating technical expertise working with a variety of hardware and software, including Windows 11, Office 365, Adobe Acrobat DC, Azure, and Active Directory.

Windows 11 migration experience a plus.

Mobile Device Management Expertise, including InTune and Asset Sonar.

Basic understanding of unified communications and IP Platforms desired; Knowledge of Apple products is helpful.

Strong working knowledge of Microsoft Platforms and Products (Outlook, Word, Excel, and PowerPoint, Teams).

ITIL Foundation v.4 familiarity and certification are helpful.

Strong written and verbal communication skills.

Ability to balance multiple priorities in a fast-paced environment, operating as a strong team partner.

Experience in supporting AV equipment is helpful, including occasional after-hours support.
Comprehensive Benefits:
We're committed to attracting and retaining top talent via valuable benefits!
Vacation, personal, and sick hours including 13 paid holidays per year
Hybrid office schedule
Medical-comprehensive coverage through BlueCross BlueShield
Dental, Vision, and Prescription drug program
403(b) Matching Program
Pension Plan
Flexible Spending Medical/Dependent Care
Employee Assistance Program
Short Term/Long Term Disability
Life Insurance
Domestic Partner Coverage
Plus many other great benefits!

The American College of Surgeons is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to or call (312) 202-5000 and let us know the nature of your request and your contact information.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in... For full info follow application link.

Equal Opportunity Employer of Minorities, Females, Protected Veterans,
and Individuals with Disabilities
•All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans. 
•Please view Equal Employment Opportunity Posters provided by OFCCP  here.

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Job Posting: 11222603

Posted On: Aug 25, 2023

Updated On: Sep 24, 2023

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