American Arbitration Association

  • IS Support Engineer

    Job Location(s) US-NY-New York
    Job ID
    Information Technology
  • Overview

    As an IS Support Engineer, reporting to the Vice President of Technology Services, this individual will ensure proper computer operation so that end users can accomplish business tasks; including receiving, prioritizing, documenting, and actively resolves end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Support Engineer will be the point person for all customer calls related to technology; resolving open issues throughout multiple sites and utilizing remote tools.

    We offer a competitive salary and the opportunity to have a rewarding career in a fast-paced, results-driven environment. Our comprehensive benefits program includes the following: health and Rx, dental and orthodontia, vision, discounted pet insurance, disability insurance, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans w/company match, a discounted corporate FitBit program, and generous paid time-off benefits.


    • Applies knowledge of systems (Desktop operating systems, Active Directory, Exchange, and Active Sync) to troubleshooting.
    • Installs, configures and maintains desktops, laptops, peripherals (local and network printers, scanners), and other end user equipment such as iPhones, iPads, Android phones, and other mobile devices.
    • Consults with and instructs users on hardware and software questions/issues, answer staff questions.
    • Identifies, researches, and resolves technical problems for users.
    • Liaises between end-users and technical staff to communicate issues, problems and questions.
    • Applies organizational and listening skills to follow up demonstrating strong attention to detail to accomplish desired results verbally and/or in written form and appropriately document issues.
    • Conducts real time ticket entry by utilizing, monitoring and managing helpdesk ticketing system.


    Education & Experience: Bachelor’s degree in Computer Science or related field, and one or more year of experience in a helpdesk analyst capacity, Windows Desktop OS, Active Directory, and Imagine Software; or an equivalent combination of education and information technology experience.


    Software Proficiency: Diversified knowledge of Microsoft products; extensive knowledge of standard system tools. Experience in a large networked environment with good understanding of network fundamentals is essential.

    Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; Ability to exercise sound judgment and make decisions in a manner consistent with the essential job functions.


    Language Skills: Ability to read and interpret documents such as legal files, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators or employees of the organization.


    Other: Availability to work flexible hours, days, and shifts working onsite and remotely; Must maintain up to date knowledge of industry and product advances.


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