IS Field Support Specialist

Lutheran Social Services of Illinois • Des Plaines, IL

4d • $28 - $36 • Onsite

About The Position

Lutheran Social Services of Illinois (LSSI) is seeking a full-time IS Field Support Specialist to provide support for LSSI's applications and infrastructure. This role involves offering technical assistance for applications, systems software, end-user hardware, and other hardware infrastructure across various LSSI locations. The position operates Monday through Friday.

Requirements

• High school diploma or equivalent required.
• Background check clearance required.
• Demonstrated understanding of how an organization's technology landscape works required.
• Ability to identify repeated issues and work with the infrastructure team to bring permanent resolutions.
• Demonstrated Customer Service skills to resolve issues expeditiously.
• Accurate documentation skills required to ensure users can help themselves in resolving issues.
• Ability to communicate in a clear, comprehensible manner, both verbally and in writing.
• Demonstrated ability to work independently as well as understand when to escalate and involve team members and supervisor.
• Strong knowledge of Windows operating systems, Active Directory, Microsoft 365 tools, SharePoint, OneDrive, and Teams.
• Excellent organization, presentation, and pc/computer skills, including experience using Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) along with other related software.
• Valid driver's license, in good standing for the state of residency required.
• Access to reliable transportation required.
• Valid IL statutory minimum liability insurance coverage, bodily injury, and property damage required.

Nice To Haves

• Bachelor's degree preferred.
• IT related and ITIL certifications is preferred.
• Minimum of three (3) to five (5) years' experience in desktop, network, and/or telephone support preferred.
• Knowledge and understanding of Saas and on-prem applications preferred.

Responsibilities

• Provide level 1 and 2 support for systems via phone or at user workstations at LSSI locations, ensuring excellent customer support and effective issue resolution, including support of applications, system software, and computer hardware.
• Deliver end-user training on devices and application software usage.
• Follow procedures for responding to, recording, and escalating support issues.
• Collaborate with the Senior Support Specialist to meet and exceed Key Performance Indicators, including Service Level Agreements for the support center's performance.
• Configure cost-effective and standard hardware and software.
• Install, configure, test, and troubleshoot personal computer systems following established standards, under supervision.
• Grant access to corporate networks and applications with proper approvals.
• Maintain updated, broad knowledge of relevant technologies, including operating systems, application software, and network systems.
• Serve as a liaison between the IS Support Center team at CSO and staff at various LSSI locations.
• Demonstrate professional, positive behavior and carry out responsibilities with integrity, treating clients, families, other LSSI workforce members, and collaborative organizations/individuals with dignity, respect, honesty, and fairness, in alignment with LSSI's core values.

Benefits

• On Demand Flexible Paydays for earned wages through an app called Dayforce Wallet.
• Competitive salary based upon relevant education, experience, and licensure.
• Opportunity for advancement.
• Comprehensive benefits package for Full-Time employees includes healthcare insurance, up to 26 days of paid time off per calendar year, sick time, 403(b) plan, Employee Assistance Program, and flexible hours.
• Paid training you need to learn, grow, and succeed!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED