POSITION:  IT Help Desk technician

LOCATION:  Ann Arbor, Michigan

ABOUT THE AMERICAN MATHEMATICAL SOCIETY

The American Mathematical Society (AMS), founded in 1888, is a non-profit membership organization that is dedicated to advancing research and connecting the diverse global mathematical community through our publications, meetings and conferences, MathSciNet, professional services, advocacy, and awareness programs.  The AMS has 30,000 members worldwide and offices in Rhode Island, Michigan, and Washington, DC.

WHY WORK AT THE AMS

At the AMS we value excellence, inclusivity and teamwork. We work at the forefront of advancing and connecting the diverse mathematical community worldwide, and we are seeking curious, innovative, collaborative individuals to join our team.

• Excellent work-life balance with potential for hybrid work
• Generous benefit offerings including:
  1. 9.5% employer contribution to 403(a) Retirement Plan 
  2. 100% employer-paid Life, AD&D, Short- and Long-Term Disability Insurance
  3. Medical and dental coverage with employer cost share 
  4. Voluntary vision, Life/AD&D, and Long-term Care Insurance available through payroll deduction
• 12 paid holidays 
• Generous paid time off
• Technology equipment reimbursement for applicable roles
• Tuition reimbursement
• Commitment to equity, diversity, inclusion and a welcoming environment

SUMMARY:

The IT Help Desk Technician provides hands-on and remote support to end users, handling all help desk requests and assisting with routine AD user/account management, O365/Entra ID account management, and basic troubleshooting for common issues. The Technician will document user problems, escalate issues when appropriate, maintain excellent customer service, and support select administration tasks. Openness to developing advanced Windows server management skills is a plus, supporting career growth. Network experience is a plus but is not required. This position is in Ann Arbor, Michigan.

ESSENTIAL FUNCTIONS:

• Field incoming help desk requests, ensuring prompt courteous, and effective resolution, including post-resolution follow-up and documentation.
• Use the help desk ticketing system to track problem-solving, decisions, and actions to completion.
• Provide basic user support for Active Directory account management: password resets, account lockouts, group membership, onboarding/offboarding, and permission changes.
• Manage O365/Entra ID accounts: password resets, mailbox troubleshooting, access support, and basic license assignments.
• Escalate complex AD/O365 issues to department manager or senior staff as needed.
• Deliver training to users on software applications and efficient IT resource usage.
• Develop end user documentation and FAQ lists; contribute to knowledge base.
• Research and install software updates, drivers, and applications.
• Install anti-virus and ensure virus definitions are up-to-date.
• Monitor and maintain hardware/software inventory for assigned location.
• Image machines for deployment; maintain up-to-date master images.
• Assist with basic printer, peripheral, and A/V equipment support.
• Gather, document, and validate user requirements for new applications.
• Perform preventative maintenance, cleaning, and basic repairs for desktops and peripherals.
• Recommend and schedule equipment upgrades and improvements.
• Understand and adhere to security policies; maintain confidentiality.
• Open to learn more about Windows server management for potential growth.
• Network troubleshooting/support experience is a plus, but not required.
• Other duties as assigned.

TRAVEL:  None

INTERNAL AND EXTERNAL RELATIONSHIPS:

• Provides hands-on and remote support mainly for Ann Arbor staff; occasionally supports Providence, Pawtucket, or Washington D.C. staff.
• Maintains positive communication with management, peers, and users.

SUPERVISORY RESPONSIBILITIES:

• None

QUALIFICATIONS:  

• BS in computer science/information systems or 5 years’ related work experience.

• Knowledge of security standards and protocols.
• Experience with desktop OS (Windows/Mac), AD user management, and O365/Entra ID administration.
• Familiarity with help desk diagnostic utilities.
• Excellent communication and interpersonal skills; strong customer service orientation.
• Ability to prioritize tasks and document work.
• Willingness to learn advanced server/network management.
• Analytical and problem-solving skills.
• Conscientious resource use.

ATTRIBUTES AND COMPETENCIES: The following attributes and competencies are indicators of the skills and/or behaviors necessary to successfully perform the essential functions of the position:

• Demonstrates understanding of organization’s mission, structure, culture, and constituencies
• Demonstrates knowledge of own department’s work activities and mission; understands how own job impacts work of department
• Responds positively to changes in the organization and the workplace
• Demonstrates flexibility in responding to work demands
• Demonstrates and communicates respect for the opinions and beliefs of other people at all levels and fosters a climate of mutual respect
• Plans and organizes work effectively
• Accepts accountability for job performance and results
• Works effectively with others in a variety of settings
• Uses communication tools effectively (e.g., presentation, verbal, writing, relationship building, negotiating, listening) to meet needs of audience and/or situation
• Maintains professional composure in challenging situations
• Exercises discretion in identifying, handling, and safeguarding confidential information
• Addresses issues constructively, building cooperative relationships within and across departments
• Receptive to feedback and willing to try different approaches in order to achieve the best results

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged standing/sitting; computer/keyboard/mouse use.
• Occasional lifting and moving of equipment.
• Installation of computers, printers, basic cabling tasks.

WORK ENVIRONMENT/CONDITIONS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical office environment, climate-controlled, minimal noise
• Performing primarily sedentary work with limited physical exertion and ability to lift up to twenty (20) pounds.
• Extended work hours may be required to meet project deadlines or resolve unexpected problems

Affirmative Action/EEO Statement

The American Mathematical Society is committed to creating a diverse environment and is proud to be an equal opportunity employer. The AMS supports equality of opportunity and treatment for all individuals, regardless of sex, gender identity or expression, race, color, national or ethnic origin, religion or religious belief, age, marital status, sexual orientation, disability status, economic background, veteran, or immigration status, or any other social or physical component of their identity.

Other duties disclaimer: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. It is not intended as an employment contract.