Technical Support Analyst

Overview

The American Enterprise Institute (AEI) seeks a full-time, in-person technical support analyst to assist Institute staff with their information technology needs.

This position is not supervisory and reports to the director of information technology infrastructure and operations. The start date for this position is as soon as possible. Qualified candidates should submit a resume and cover letter.

Responsibilities

• Provide technical support to users, resolving technical problems and service requests promptly by phone, by email, and in person.
• Offer basic user guidance on IT tools, policies, and security best practices.
• Install, configure, and maintain IT hardware, including laptops, printers, scanners, workstations, monitors, docking stations, and related peripherals.
• Perform hands-on repairs and maintenance of IT equipment, including cleaning, part replacement, and basic troubleshooting.
• Set up and break down employee workstations, including physically installing devices, monitors, cabling, and network connections.
• Assist with IT infrastructure tasks such as cable management, hardware relocation, and equipment setup in offices, meeting rooms, and common areas.
• Troubleshoot and resolve basic network issues, including wired and wireless connectivity problems, interrupted VPN access, and IP configuration errors.
• Maintain accurate records of issues, resolutions, and support activities in the IT ticketing system.
• Escalate complex or unresolved technical issues to higher-level support teams as needed.
• Install and update software, drivers, and operating systems across supported devices.
• Manage the hardware inventory by recording new, returned, replaced, or repaired equipment.
• Maintain a clean, organized, and secure IT workspace.

Physical Requirements and Working Conditions at AEI

• The employee is expected to regularly stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard. This job requires close-up vision for computer work.
• The employee must be able to lift up to 30 pounds.
• The employee must be able to work in a confined area.
• Moderate noise (e.g., from computers, phones, printers, and light traffic) is expected.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities associated with this position.

Qualifications

• A bachelor’s degree is required.
• Candidates should have 0–2 years of previous applicable full-time work experience; previous internship experience is strongly preferred.
• Strong interpersonal communication skills are required.
• The ideal candidate will be self-directed, energetic, and fully invested in the work.
• The candidate must be able to manage and prioritize a heavy workload, based on the urgency of requests for assistance and other work assignments.

Required Knowledge and Skills

• Troubleshooting Microsoft Windows, Apple desktop operating systems, and Apple iOS devices
• Microsoft Active Directory user and group administration
• Troubleshooting Microsoft Office and Adobe Creative Cloud apps
• Troubleshooting PCs and Mac computers
• Microsoft 365 user and group administration
• Remote access and virtual private network software

Benefits

AEI offers generous benefits, including 18 days of paid leave (15 days of paid annual leave and three personal or floating holidays); 12 days of paid sick leave; paid family leave; medical and dental coverage, in addition to a health savings account; a medical and dependent care flexible spending account; a tuition assistance program of up to $5,200; life and disability insurance at no cost to employees; and a 403(b) retirement plan with a contribution from AEI, among other benefits. For more information, you can see a full summary of our benefits at https://www.aei.org/jobs/benefits/.

Compensation is based on a number of factors, including but not limited to: scope and responsibilities of the position; a candidate's full-time, applicable work experience; key skills and qualifications; and internal and external market considerations. The salary range for this full-time, exempt position is $50,000 - $54,000. Salary is just one component of AEI’s total compensation package for employees.