Information Technology - IT Technician

The American Bar Association (ABA) was founded on a commitment to advance the rule of law in the United States and beyond by providing practical resources for legal professionals, conducting law school accreditation, developing model ethics codes and more. Today, the ABA remains a member-based organization that works to ensure access to justice for all, a fair legal process, and respect for the rule of law at home and across the globe.

The ABA is committed to service and refining the standards that guide the legal profession. ABA staff are provided multiple types of continuing education and career development opportunities. Your work will help eliminate bias, enhance diversity, and advance the rule of law throughout the US and around the world.

The ABA recognizes the value staff contribute to our success through a generous benefits package that protects their health and their financial security.  The ABA’s wide array of benefit offerings include 401(k), medical, dental, vision, flexible spending accounts, health spending accounts, supplemental life and disability insurance, prepaid legal programs, and a complimentary membership to the American Bar Association, which offers additional benefits.

Flexible/hybrid work arrangements may be available for residents of CA, DC, IL, IN, IA, MD, MI, MN, TX, VA, and WI.  Residency requirements may apply. ABA employees are eligible to apply for the Public Service Loan Forgiveness Program (PSLF). 
 

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.

Essential Job Functions and Responsibilities (listed in order of importance and/or time spent)

• 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, consulting with business users to determine and recommend an appropriate solution, escalating, as appropriate.
• Logs all interactions on issues/incidents and follows-up with business users or other contacts pertinent to the issue in order to determine the best course of action.
• Working alone or as a member of an assigned team, completes assigned technical and/or technology-
• based projects.
• Will provide coaching, counseling, and/or mentoring to less experienced technicians on complex issues.
• Installs PCs, monitors, laptops, peripherals, and supporting software in workstations and offices and ensures that all equipment/software is working appropriately and within ABA standards. Makes determinations on the appropriate disposition of older equipment.
• Responsible for creating and updating process and procedural IT and staff documentation.
• May be required to offer after hrs. support including weekends.

Required Education, Qualifications, Experience

• Possession of a bachelor’s degree from an accredited college or university and at least one year’s experience resolving IT end-user incidents/issues; OR, possession of a high school diploma or GED and at 3 years' experience resolving IT end-user incidents/issues.
• At least one year’s experience installing, removing, and/or ensuring the proper operation of PC, Macs, laptops, docking stations, and monitors in support of a business.
• At least one year's IT help desk experience interfacing with end-users in the identification and resolution of hardware and software issues.

Preferred Education, Qualifications, Experience

• Possession of one or more of the following certifications: Apple Certified Associate, Apple Certified Mac Technician, Apple Certified Support Professional, Microsoft Certified Professional, Microsoft Technology Associate, Microsoft Certified Solutions Associate, Microsoft Certified Solutions Expert.

Physical Requirements

• Office environment, occasionally requirement of carrying and installing PC and peripherals.

Extent of Travel Required in the Job

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