What are the responsibilities and job description for the Senior Technical Support Analyst position at American College of Surgeons Brand?
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 90,000 members and is the largest organization of surgeons in the world. For more information, visit www.facs.org.
Summary: The Senior Technical Support Analyst provides advanced troubleshooting, technical guidance, and problem resolution for complex IT issues. They serve as an escalation point for support teams, ensuring system reliability, security, and efficiency. This role involves diagnosing hardware, software, and network problems, collaborating with cross-functional teams, and implementing solutions to enhance user experience and operational performance.
This exempt position will report to the Senior Manager, Technical Infrastructure in the Division of Information Technology. It is based in our Chicago office and will require being in the office 5 days per week.
The anticipated salary range for this position is $74,000 - $80,000 (commensurate with related experience).
Responsibilities:
- Diagnose, analyze, and resolve complex technical issues related to hardware, software, and networks, serving as an escalation point for junior support staff.
- Ensure the stability, security, and efficiency of IT systems by performing regular updates, patches, and optimizations to prevent recurring issues.
- Provide guidance, documentation, and training to end-users and junior support staff to enhance technical proficiency and improve issue resolution efficiency.
- Work closely with IT teams, developers, and business units to implement solutions, improve workflows, and support IT initiatives aligned with organizational goals.
- Monitor, track, and document incidents and recurring problems to identify patterns, improve root cause analysis, and implement long-term solutions.
- Develop and maintain technical documentation, standard operating procedures (SOPs), and best practices to improve efficiency and knowledge sharing.
Required Education and/or Experience:
- Bachelor’s degree or equivalent coursework in Information Technology, Computer Science, or a related field is preferred. Capacity for continuous learning and adaptability to new technologies.
- ITIL Foundation v.4 certification or the ability to acquire one within six months of employment is required.
- Microsoft certifications, particularly Microsoft 365, Comp Tia A , N , and Security are a plus.
- At least 4 years’ experience in a similar service support role, demonstrating technical expertise troubleshooting Windows and macOS, Microsoft 365, Entra ID (Azure AD), Exchange Online, and Active Directory.
- Strong skills in network diagnostics, file sharing, printing, and A/V equipment are essential.
- Proficiency in IT Service Management (ITSM) and asset management tools ensures efficient incident resolution, system stability, and resource tracking.
- Ability to balance multiple priorities in a fast-paced environment, operating as a strong team partner.
- Effective team player with a collaborative approach.
- Strong written and verbal communication skills.
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
- Tuition Reimbursement
- 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
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 recruitment@facs.org or call (312) 202-5000 and let us know the nature of your request and your contact information.
Salary : $74,000 - $80,000
