Desktop Support Technician

Marillac St.Vincent Family Services•Chicago, IL

15h•Onsite

About The Position

Desktop and Technology Support will be the onsite owner of all technology needs of the organization, including all three locations (St. Vincent, Marillac, and Foglia). This includes monitoring, prioritizing, and resolving all user requests with the Help Desk to ensure minimal disruption to impacted staff and timely onboarding of new staff. Also proactively work with staff to build their technical acumen and integration of technology into our operations. Maintains and supports the overall integrity of the operating system environment, infrastructure, and supported systems as well as the maintenance, security, and tracking of all assets.

Requirements

Minimum of 1 year experience in the IT field roles that would support transition into this position
Well-developed interpersonal, organizational, and problem-solving skills.
Team player with a desire to provide a high level of customer service.
Driven for results
Able to work independently with minimal supervision.
Thorough understanding of desktop hardware support and trouble ticket resolution.
Ability to read and speak English proficiently.

Nice To Haves

Bachelor’s degree preferred but not required, Associates degree and equivalent experience acceptable
Non-profit experience preferred but not required
Basic knowledge of project management is a plus.
Bilingual is a plus.

Responsibilities

Provide personal computing support to users and respond to trouble tickets in the AIS service desk system.
Install or setup computers and software; perform problem resolution and maintain defined IT standards.
Frequent interaction with the end users using a high degree of patience and problem management techniques to solve problems.
Follow through on resolution with end users.
Research, resolve and respond to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards.
Escalate problems to appropriate individuals based on established guidelines and procedures.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
Test and ensure applications are correctly installed and configured on the computer.
Provide accurate and creative solutions to user problems of moderate nature to ensure productivity.
Review and analyze situations by reviewing a variety of factors.
Recommends systems modifications to reduce user problems.
Escalates more complex problems when required.
Proficient with reporting software, such as Crystal software, and ability to create/customize reports to meet customers’ needs.
Administration duties and other duties as assigned.
Act with integrity and aspire to model our Core Values in the delivery of all services.