Senior Support Engineer

Career Title: Senior Support Engineer

Department: Information Technology

Salary Hiring Range: $95,000-115,000 annually (paid bi-weekly)

NOTE: Competitive salary commensurate with experience

FLSA: Exempt

Note: Union dues are 1.44% of your bi-weekly paycheck

Career Summary:

The Senior Support Engineer is a member of the Enterprise Services team who is a subject matter expert on ANAs ITSM business process and IT polices. Staff members are accountable for providing support for the Association's technology hardware and software. This position will lead Enterprise Services team members in tasking and guide in adherence to approved policy and processes via the ITSM. The IT Support Engineer Team Lead will assist in maintaining ANA's ITSM, Enterprise Service Assets, and the general health of ANA's IT environment. Responsibilities also include researching, developing, and implementing ANA's key collaboration environment based on business and technical requirements.

Key Responsibilities:

• The Senior Support Engineer accountable for on-site and remote technical support and training for the Association's workstation collaboration and file sharing environments (e.g. Microsoft 365, Teams, Adobe Connect, One Drive, ShareFile).

• Lead resource and subject matter expert in support of the ITSM and its associated business processes and resources as aligned with ANA SLA's and KPI's.

• Lead reporting of monthly metrics and trends review on individual, team, Enterprise Services assets, and organization so to make recommendations on business improvements.

• Perform other duties as assigned.

Education:

• Bachelor's Degree and seven (7) years specific IT-support experience OR ten (10) years IT-specific support and operations experience.

Related Work Experience:

• 5+ years implementing and supporting workstation collaboration and file sharing environments.
• 5+ years of experience in implementing and supporting Microsoft Windows (ver. 10 & 11) Operating System environments.
• 3+ years direct responsibility managing Microsoft Office 365 Portal.
• 3+ years working with IT and Business stakeholders in research, planning, training, and deployment of enterprise grade applications.
• 3+ years of experience in Active Directory administration.

Preferred Skills and Experience

• Knowledgeable in managing a mid-large size technology portfolio.

• Ability to understand policy and business practices and educate staff on their implementation within the organization.

• PowerShell scripting language

• Strong organizational, planning and prioritization skills.

• Strong analytical and problem-solving skills.

• Excellent verbal, written communication, presentation, and interpersonal skills.

Work Schedule:

Hybrid employees must work a minimum of 20% in the office.

Location:

Our main office is located at: 8515 Georgia Ave., Suite 400, Silver Spring, MD 20910

Learn more about the American Nurses Association Enterprise:

https://www.nursingworld.org/ana-enterprise-jobs/

https://www.linkedin.com/company/american-nurses-association

The American Nurses Association Enterprise:

Founded in 1896, The ANA Enterprise is the family of non-profit companies that comprise the American Nurses Association: the American Nurses Association (ANA), the American Nurses Credentialing Center (ANCC), and the American Nurses Foundation. The ANA Enterprise leverages the combined strength of each to drive excellence in practice and ensure nurses' voices and vision are recognized by policy leaders, industry influencers, and employers.

Equal Opportunity Employer:

The ANA is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.