The American Library Association seeks an experienced Support Analyst for its IT department. This role provides technical support and assistance to ALA Staff users with their personal computing devices and all AV onsite conference room equipment. ensuring the smooth operation of personal computing environments and enhancing support services to optimize user experience.

Under the supervision of the Director of Infrastructure, this position is responsible for

• Providing end-user support: Assisting with personal computing devices, applications support, and maintenance and support of AV equipment in ALA headquarters office.
• Diagnose and resolve hardware/software issues: Ensure minimal disruption to productivity.
• Install/configure OS, applications, and peripherals: Maintain device functionality.
• Perform system upgrades/updates: Optimize performance and security.
• Troubleshoot network connectivity: Collaborate with IT team members for complex networking issues.
• Documentation: Maintain accurate records of resolutions and activities.
• Implement IT policies/procedures: Ensure compliance and standardization.
• Stay updated on emerging technologies: Remain informed for effective support.

This is a regular full-time position based in our Chicago office.

ALA staff are currently working on a hybrid schedule. Please note that although we have a generous telecommuting policy for our employees, we do not have any truly remote positions in states outside of our workplace sites. 

ALA currently requires that employees be fully vaccinated as defined by the Centers for Disease Control and Prevention (CDC). Proof of vaccination will be required on or before the start date. 

All offers of employment are contingent upon satisfactory completion of a background check and proof of your eligibility to work in the United States.

Starting Salary: Negotiable from the low 70s based on relevant experience. ALA has an excellent benefits package, including flexible work schedules, medical, dental, generous paid vacation, a retirement annuity, and a 35-hour work week. You may also qualify for the Public Service Loan Forgiveness Program (PSLF).

FOR CONSIDERATION:

Apply online including a cover letter and resume.

Or

Send resume and cover letter to:

American Library Association

Ref: supporttechIT

Email: mpullen@ala.org

The American Library Association is an equal opportunity employer: Disability/Veteran.

Qualifications:

• Proven experience in providing technical support and assistance to end-users in a corporate or educational environment.
• Strong knowledge of personal computer hardware, software, and operating systems, including Windows, macOS, and Linux.
• Familiarity with supporting mobile devices and connectivity, such as smartphones and tablets, and associated operating systems (iOS, Android).
• Proficiency in troubleshooting hardware and software issues, performing system upgrades, and installing peripheral devices.
• Excellent communication and interpersonal skills with the ability to interact professionally and effectively with users at all levels of technical expertise.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Ability to work independently and as part of a team
• Ability to communicate effectively with both technical and non-technical audiences
• Ability to stay up to date on the latest IT technologies and trends in order to effectively support the changing needs of ALA users

Desired Skills:

• Working knowledge of operating systems, such as Windows, Linux, and macOS
• Working knowledge of Office365, Teams, and SharePoint application suites and administrative configurations
• Working knowledge of support desk ticketing platforms and procedure
• Experience with security best practices
• Experience with change management
• Excellent problem-solving and troubleshooting skills
• Excellent written, verbal, and team communication skills and ability to communicate effectively with both technical and non-technical audiences
• Effective time management and strong customer service skills

Other information

The IT Support Analyst is an essential role that necessarily engages all staff at all levels of the organization, as well as ALA member leaders (for ALA headquarters meetings). This person must demonstrate strong integrity with a highly professional approach to their work, demonstrate an inquisitive nature and a desire to understand underlying business needs and questions from staff. Strong interpersonal skills that allow for a measured, calculated response to situations are essential; the ability to distance themselves from the immediate situation and visualize end goals and solutions is essential to success.