American Arbitration Association

IS Support Engineer II

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


The IS Support Engineer is responsible for supporting end-users including resolving technical hardware and software related issues and fulfilling end-user service requests for hardware and software equipment.


Named as one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including a starting wage rate of $40 per hour and a 7.5% incentive opportunity. Our employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, and vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.


The AAA currently requires all of its employees who work on-site to either submit proof of vaccination, or provide proof weekly of a negative COVID-19 test.  Additionally, a New York City Commissioner of Health and Mental Hygiene Order stipulates that workers in New York City who perform in-person work must show proof of vaccination, and the AAA is required to comply with this order.  Employees may request an accommodation for medical or religious reasons.  By applying for this position, you are indicating that, unless you qualify for an accommodation, should a federal, state or local order or AAA policy be in place at the time of your hiring that requires you to be vaccinated to perform your position on-site, that you will meet the requirements of that order or policy in advance of your start date.  The AAA considers your agreement to meet any such requirements as a pre-requisite for consideration for this position.


  • Serves as the point person for escalated calls and issues from users related to their work-related technology needs.
  • Maintains, troubleshoots, and upgrades computer systems on-site and off-site, including hardware, software, and computer peripherals.
  • Documents processes and procedures for system updates and additions.
  • Supports and maintains user account information including user rights, security, and systems groups.
  • Trains and instructs end-users on software programs.
  • Assists the IS Support Engineering Manager with supporting the Support Engineering team’s daily operations.
  • Collaborates with the Support Engineers and other IT teams to ensure that the services delivered and end-user productivity goals are met.
  • Maintains current understanding of available technology and research; learns and assists with the implementation of new solutions and releases.
  • Reviews documented resolutions and recommends analysis to improve procedures.
  • Assists with project rollouts, hardware installation including moving and relocating computers/equipment, and checking hardware inventory.
  • Attends on-site meetings and in-person training sessions.


Education & Experience: Bachelor’s degree in computer science or related discipline; four years of experience supporting Active Directory, Windows Desktop OS, Windows Server, and Imagine Software in a multi-site environment utilizing remote tools; or an equivalent combination of education and information technology professional work experience.


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


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


Other: A+, Network +, MCP certifications desirable; available to work flexible hours, days, and shifts to provide support. 


The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.


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