Information Technology Support Specialist

POSITION: Information Technology Support Specialist

DEPARTMENT: Information Technology

REPORTS TO: Chief Information & Technology Officer

FLSA: Exempt

Grade: 4

POSITION OVERVIEW

Under the direction of the Chief Information & Technology Officer, the Information Technology Support Specialist will provide technology support and assistance for the employees of 211 Metro Chicago (as well as United Way of Metro Chicago as needed).

CORE RESPONSIBILITIES

Provides technology assistance and support to end users as needed, including support for hardware, software, and related equipment. Support functions include but are not limited to the following:

• Laptops and monitors
• Microsoft Windows 10 and 11
• Microsoft Office 365 applications, including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint
• Web conferencing applications (primarily Microsoft Teams and Zoom)
• Copier/printers
• Cell phones and mobile devices, including hot spots

Maintains and supports hardware and equipment to ensure high quality performance and to identify potential problems. Performs repairs and maintenance on equipment as needed and directed. Maintains equipment inventory, including keeping track of new deployments; recycling old equipment; and keeping inventory up to date and accurate.

Assists in user and file administration through Microsoft Azure Active Directory. Performs user account management functions, including password resets, creating/terminating users, and adding/removing permissions.

Assists in new hire onboarding and basic end user training.

Monitors, manages, and responds to requests for assistance using the Zendesk Help Desk system.

Assists in developing, updating, and maintaining documentation related to technology, policies, and procedures.

Assists in Information Technology projects and activities as required.

Performs all other assigned, related duties as required.

QUALIFICATIONS

Bachelor's degree or an Associate's degree with 1-2 years of end user support experience.

Experience in providing technical assistance and support to end users, particularly as part of a technology/ help desk team.

Experience in supporting and maintaining computers (workstations, laptops, tablets, etc.), Microsoft Windows 10, and Microsoft Office 365

Experience with hardware and equipment maintenance and support, including computers, monitors, printers, thin clients, etc.

• Experience with Microsoft Azure Active Directory, including basic user and file management
• Experience in ghosting and imaging is highly desirable
• Familiarity/experience with Apple Mac OS is desirable
• Familiarity with copier/printers
• Familiarity and experience with basic computer networking and server concepts is highly desirable
• Excellent customer service skills
• Basic familiarity with off-the-shelf software and databases is desirable
• Familiarity with telecommunications basics and Voice Over IP (VOIP) is desirable
• Ability to operate with minimal supervision and according to established policies and procedures
• Ability to travel between various geographic locations

PERSONAL ATTRIBUTES

• Guided by a clear set of Core Values and Behaviors - Humble, Hungry, Mission Driven and People Smart, you will join an impressive group of individuals and contribute your diverse set of experiences, skills and characteristics to the organization
• Accepts guidance and responds well to feedback
• Displays maturity, good judgment, enthusiasm and personal motivation
• Strong interpersonal skills including the ability to anticipate workload and effectively cultivate and leverage relationships with colleagues to meet deadlines

• Collaborative entrepreneurial spirit, ability to multi-task and prioritize concurrent projects and day-to-day tasks within a high production and fast-paced environment

BENEFITS OFFERED:

• Medical, Dental and Vision
• Life and AD&D Insurance
• Disability Leave

• Paid Parental Leave
• Paid Family Leave
• Employee Assistance Program

• 401k Plan
• Paid Time Off including: Personal Time, Sick Time & Paid Holidays

TO APPLY:Candidates must officially apply through our website with a cover letter and resume along with two examples that best demonstrate their recent work.

The responsibilities listed above are intended to describe the general nature and scope of work required in the role. The above is not intended to be an exhaustive list of all responsibilities and duties required. The incumbent may asked to perform other duties as assigned.

We believe the term "diversity" incorporates all the characteristics that make us both alike and unique: our backgrounds, cultures, nationalities, lifestyles, identities, gender, points of view, approaches to solving problems, ways of working, and views of personal and career success.

It is the intent of United Way to follow both the letter and the spirit of local, state, and federal laws governing Equal Opportunity Employment as those laws exist today and as they may change in the future