IT Help Desk Level I

Howard Brown Health•Chicago, IL

27d•Hybrid

About The Position

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives. An IT Help Desk Support, Level I provides enterprise-level support to all Howard Brown Health employees. This role is responsible for diagnosing and troubleshooting both hardware and software related issues and providing solutions to our user base. An IT Help Desk Support Level I position communicates with staff across all levels of the organization and has a technical understanding to best resolve issues quickly, effectively, and with excellent customer service skills.

Requirements

Associates degree in technology, or information systems, or related field is required.
0-2 years of work experience as a Technical Support Technician, Desktop Support Technician, IT Helpdesk Technician, or similar role is required.
Knowledge and familiarity with remote desktop/support applications and helpdesk software
Strong knowledge of Microsoft Office Suite, preferably Office 365
Ability to multitask and work under stress
Strong communication and team building skills required
Commitment to providing informative and friendly end user support
Ability to maintain professional knowledge and technical skills to maximizing one’s own professional knowledge.

Nice To Haves

CompTIA A+, Microsoft Fundamentals, or similar are a plus

Responsibilities

Provide first level support via phone, instant message, or ticketing system for internal customers with IT software or hardware requests, questions and/or issues.
Receive and register tickets in the HBH IT Help Desk System and provide appropriate follow-up.
Resolve standard IT problems on the telephone in accordance with internal procedures and escalate problems to next line of support, as necessary.
Receive and act on direction provided by IT Leadership team to determine the best solution based on the issues and details provided by customers.
Follow up on assigned tickets and inform users regarding the status of their IT query/problem.
Redirect unresolved or complex issues to the next level of support (IT Help Desk Support, Level II or the Manager of IT Operations).
Report reoccurring problems to the Manager of IT Operations to better optimize our processes.
Contribute to HBH IT knowledge base to document and share technical knowledge across the organization, as appropriate.
Participate in the HBH Change Control process, as necessary.
Performs related duties as assigned

Benefits

Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
BCBS HMO, PPO, and PPO Select Plans
BCBS Dental
BCBS Vision
3-weeks paid vacation and 1-week of personal time
12 accrued sick days per year
10 paid holidays, including Juneteenth
PTO Exchange allows employees to turn unused PTO into liquid assets
401k program with up to 5% employer match after 90 days
Employer-paid basic life insurance valued at one times the annual salary
Voluntary Life and AD&D, and Short-term and Long-term disability
Pre-tax commuter and parking benefit account
Flexible Spending Accounts for healthcare and dependent care
Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
Employee Assistance Program with 5 employer-paid counseling sessions
50% off at Brown Elephant Resale Shops and discounts at local businesses