What are the responsibilities and job description for the Client Support Associate position at American College Of Cardiology Foundation?
This role will serve as a IT Operations & Client Support Specialist in the Technology and Business Service Division (TBS). The Specialist will support ACC staff and is responsible for monitoring our ticketing cue and triage/update support tickets. The Specialist is expected to exemplify a high level of customer service and support for ACC staff, members, and customers.
The Specialist will install, configure, and setup workstations. This includes computer imaging, deployment, and ensuring assets are accounted for in our asset system. The role will ensure that laptops, virtual desktops, active directory and O365 account details, and other user environments are maintained according to ACC standards and best practices. The role is required to work occasionally outside normal business hours to ensure deployments and routine tasks are completed as required.
Major Duties and Responsibilities:
Client Support
- Provide outstanding support on O365 and other Microsoft applications
- Proactively review and support ticket queue, providing customer updates on a regular basis, and close tickets within SLA
- Support and maintain SharePoint sites, libraries, and content
- Perform daily checklist activities. This includes review of support queue, Active Directory objects, voicemail, and other related responsibilities
- Provide end-user support for enterprise applications, laptops, desktops, and virtual machines
- Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation.
- Assist and troubleshoot software installations for client machines
- Provide application and IT training to staff
- Create end user documentation and troubleshooting guides for common issues or scenarios
- Update asset inventory
Required Qualifications:
- Experience with Windows 10 deployment and troubleshooting
- Experience with O365 and O365 admin troubleshooting
- Experience with Active Directory
- Experience with Windows Group Policy in Windows 10 environment
- Experience with laptops, desktops and virtual machines
- Excellent analytical and problem-solving skills
- Excellent customer service
- Excellent verbal and written skills
- Ability and willingness to work irregular hours as needed
- Ability to work independently and within the team
Desired Qualifications:
- Microsoft Office 365 Certifications
- Windows 10 Certification
About Us:
At the American College of Cardiology, we bring our hearts to work.
We are a 500-person organization dedicated and committed to our mission to transform cardiovascular care and improve heart health for the past 70 years. When you join our team, you become part of a passionate culture that envisions a world where innovation and knowledge optimize cardiovascular care and outcomes.
Every day, we are committed to supporting our more than 54,000 members and their patients around the globe and in doing so, ensure our staff have a positive environment of teamwork, collaboration, professionalism and excellence. To learn more about why ACC has been recognized as one of Modern Healthcare's Best Places to Work in Healthcare please visit our site at: www.acc.org/jobs.
COVID Considerations:
As an employer in the public health space, and an organization that serves members who are essential medical personnel, ACC requires all staff, temporary employees, and contractors to be fully vaccinated against COVID-19 before working onsite at ACC or attending ACC events. Proof of vaccination will be required. Individuals can request an exemption from this requirement due to a medical condition or sincerely held religious belief, and those requests for reasonable accommodations will be evaluated individually.
ACC is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. All employment is decided on the basis of qualifications, merit and business need. Equal Opportunity Employer, including individuals with disabilities and veterans.
ACC is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact Crystal Nott, Sr. Director, People Resources & Engagement at cnott@acc.org or (202)375-6423.
