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Senior Specialist, Help Desk

Job Location

Chicago, IL

General Summary

The Sr Specialist, Helpdesk is Subject Matter Expert (SME) for Google Applications.  Responsibilities include writing user procedures and conducting user training on these topics.

In addition, this position is a member of the Helpdesk Level 1 team and in that role serves as the first point of contact for all employees with IT-related issues or questions, during regular business hours.  Responsibilities include:  triaging and logging helpdesk requests; resolving Level 1 requests and identifying/reassigning Level 2  issues; managing user accounts in various systems including Active Directory and Google; and identifying issue patterns and escalating them as appropriate in order to minimize downtime.

Essential Job Functions

-Serves as SME for Google Applications.  Responsibilities include writing user procedures and conducting user training on these topics.

-Triage Help Desk requests that are received either by phone or by email. 

--Designate  issues, per Priority designations identified within the helpdesk ticketing system, and manage them accordingly.

--Address/resolve Level 1 issues or reassign to Level 2 teams as appropriate.

--Identify issue patterns and notify appropriate Level 2 team and/or Director in a timely manner in order to minimize downtime.

-Enter issue details and document troubleshooting steps taken into the helpdesk ticketing system using defined the best practice procedure.  This information is important in order to close the Level 1 ticket or to convey information for the Level 2 team, if ticket is reassigned.

-Manage Association  user accounts (add, remove and transfer) in Active Directory (AD) and Google. Per approved access request:

--Create user and apply appropriate permissions.

--Add user to email group(s) and distribution list(s).

-Other duties as assigned

Minimum Requirements

- Associate degree in Computer Science or Management Information Systems or 2 years of equivalent work experience.

- 2+ years working as part of a helpdesk team.

- 2+ years experience using a helpdesk  ticket management system.

- Hands-on experience managing user accounts in Windows Active Directory and Google.

- Experience installing software and operating system firmware.

- Knowledge and understanding of security concepts including network, server, and computer security.

- Able to organize and prioritize work in order to meet deadlines, including helpdesk customer service levels.

- Highly self-motivated.  Able to work independently and handle multiple tasks.

- Commitment to excellent  customer service.

- Strong technical interest and demonstrated aptitude.

- Strong communication skills (verbal and written).

- Strong interpersonal and presentation skills.

- Detail oriented.

- Team player.

- Knowledge and proven ability  to use systematic, analytical methods to  problem-solve.

- Advanced knowledge and experience training Google applications.

- Certification in basic technology concepts and core (desktop) technical skills is a plus.

- Google certified trainer is a plus.

Or mail resume and cover letter to:

Send resume to:
Alzheimer's Association, Home Office
225 N. Michigan Ave, Suite 1700
Chicago, IL 60601

We are an Affirmative Action, Equal Opportunity Employer and we appreciate your interest in the Alzheimer's Association.




Alzheimer's Association

Our vision: A world without Alzheimer's disease®.
Formed in 1980, the Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research.