Field Support Associate

Washington, DC
Oct 13, 2021
Oct 14, 2021
Full Time
Business Unit Description

AARP Foundation Tax-Aide provides in-person and virtual tax assistance to anyone free of charge with a special focus on taxpayers who are over 50 or have low-to-moderate income. Tax-Aide volunteers are located nationwide, and are trained and IRS-certified every year.

The Field Service Associate (FSA) will provide project coordination, help desk support to volunteers on operation systems; enhance Tax-Aide's e-learning course offerings for operation systems, and training materials development. Additionally, this role will work closely with Tax-Aide Operations team to coordinate and provide business support to determine business opportunities for increase efficiencies for the program.

Project Coordination
  • Coordinate the development of e-learning courses to be included in the Volunteer Portal, which will include collaborating with various Tax-Aide team members, volunteers and vendors.
  • Actively work on the instructional design and course development for systems related e-learning courses associated with the National Operations Committee.
  • Ensure the development of associated statement of work for all aspects of the e-learning courses.

Help Desk Support
  • Triage support tickets to the appropriate groups within the programs; review and process tax site data requests, and system support tickets.
  • Coordinate with ticket system vendor (Zendesk) to ensure Tax-Aide ticketing system continues to meet the needs of the program, which includes understanding and incorporating new functionalities and reporting capabilities.
  • Ensure the development of updated scope of work to capture core work, user levels, and enhancements.

Operational Training Materials
  • Works closely with volunteer leaders to create, revise, and maintain the process procedures training materials for the Volunteer Portal.
  • Responsible for the organization of the materials for systems training section of the Tax-Aide Resource Library located in the Volunteer Portal ensuring that materials are relevant and updated annually.
  • Support the development and rollout of training materials for national meetings including State Leadership Training, and Regional Meetings

Volunteer Portal
  • Actively participate in user testing meetings connected to operation systems to ensure an enhance experience and adoption of new functionalities.
  • Support Volunteer Portal activities at a delegate or system admin level.

  • Actively and consistently participate in Tax-Aide's Operations Team, National Operations Committee associated meetings, and Tax-Aide All team meetings.
  • Attend regular one on one meetings with supervisor.
  • Actively participate in Foundation All staff meetings and AARP Enterprise wide required meetings.
  • Bachelor's Degree
  • At least 2 years of proven work experience supporting help desk, contact center and development of training materials preferred.
  • Exhibit a heightened sense of accountability to internal and external stakeholders and for outcomes created.
  • Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
  • Candidate must be proficient with Microsoft Office and have some knowledge of: Smartsheet, LogMein Rescue Technician Console, Brainshark, Salesforce, and JIRA software tools.
  • Strong analytical, critical thinking, written and verbal communication and problem solving skills.
  • Ability and willingness to travel.
Compensation and Benefits

AARP offers competitive benefits with a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others. Visit for more information.

As a result of the COVID pandemic, all interviews will be held virtually and all non-essential employees will continue to work remotely until further notice.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.