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Field Support Associate

Employer
AARP
Location
Washington, DC
Closing date
Nov 19, 2021

View more

Industry
Nonprofit
Function
Help Desk Technician, IT
Hours
Full Time

Job Details

Overview

AARP Foundation works to end senior poverty by helping vulnerable people over 50 build economic opportunity. Our approach emphasizes equitable outcomes for populations that have faced systemic discrimination. As AARP's charitable affiliate, we serve AARP members and nonmembers alike. Through vigorous legal advocacy and evidence-based solutions, and by building supportive community connections, we foster resilience, advance equity and restore hope.

The Field Service Associate 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.

Responsibilities

  • 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.
  • Meetings - 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.

Qualifications

  • 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 a competitive compensation and benefits package including 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.

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.

Company

AARP is a nonprofit, nonpartisan, social welfare organization with a membership of nearly 38 million. Our aim is to disrupt preconceived notions about aging, turn goals and dreams into Real Possibilities, strengthen communities and fight for the issues that matter most to people 50-plus and their families; such as health care, employment security and retirement planning.

Company info
Website
Location
601 E. St. NW
Washington
DC
20049
US

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