IT-Service Desk Technician

Mercy Home For Boys and•Chicago, IL

2d•Onsite

About The Position

Join our team today! At Mercy Home for Boys & Girls, we are dedicated to empowering Youth, fostering hope, and creating brighter futures. Our mission is to be advocates, educators, coaches, and role models for the Youth we serve. We strongly believe that every young individual deserves a chance to thrive and reach their full potential. As one of the Top 100 Places to Work in Chicago according to the Chicago Tribune for the past thirteen consecutive years, Mercy Home prides itself on prioritizing the growth and well-being of our team. We provide comprehensive training as well as ongoing professional development opportunities throughout your time here. If you're passionate, driven, and dedicated to making the world a better place, then we want you on our team. The committed workers at Mercy Home provide healing, guidance, and opportunity to young men and women in need. How You’ll Make an Impact: You will play a vital role in ensuring that all Agency staff have reliable access to the technology tools they need to serve our mission. This position is responsible for supporting end users with a wide range of IT-related issues and for maintaining the functionality of user-facing technology, including, but not limited to, workstations, laptops, Chromebooks, printers, and mobile devices. The role also owns hands-on endpoint lifecycle work, including device imaging and provisioning, MDM administration, and coordinated hardware rollouts and refreshes across Agency locations. Working collaboratively with the Information Systems (IS) team, the Endpoint Support Specialist helps manage and support endpoint devices connected to the Agency’s various networks. This role also contributes to the planning and implementation of new systems and ensures that all users follow established IT procedures and best practices.

Requirements

Enthusiasm for working with technology and a commitment to continuous learning.
Consistently maintains a friendly, professional demeanor and a positive, solutions-oriented attitude.
Strong interpersonal and communication skills, with the ability to explain technical concepts clearly to non-technical users.
Comfortable managing multiple priorities in a dynamic environment, with the ability to shift focus quickly as needed.
Minimum of three (3) years of experience in a Microsoft client/server environment, with expert-level proficiency in Windows operating systems.
At least three (3) years of hands-on experience troubleshooting Dell workstations and mobile devices, including Apple iOS, Android, Windows, and ChromeOS.
Minimum of one (1) year of experience working with Active Directory, Entra ID, and Microsoft 365.
Experience setting up and troubleshooting audio-visual equipment, including projectors and televisions.
Strong ability to read and interpret technical documentation and have a basic understanding of cybersecurity principles and a commitment to following secure computing practices.
Willingness and ability to create and maintain user-facing technical and procedural documentation.
Demonstrated ability to handle sensitive information with discretion and maintain confidentiality.
Reliable and punctual, with regular and predictable attendance.
Possession of a valid driver’s license and access to reliable transportation.
Willingness to work flexible hours and respond to after-hours emergencies as needed.
Proficiency in spoken and written English.
Maturity, cultural sensitivity, and the ability to work effectively with individuals from diverse backgrounds.
Ability to lift and move items up to 50 pounds, including furniture and other large objects, as required.
Good manual dexterity and the ability to safely and effectively operate a variety of tools.
A strong commitment to the mission, values, and goals of the Agency.

Nice To Haves

Familiarity with MacOS is a plus.
Familiarity with Google Mobile Device Management (MDM) and Microsoft Intune is a plus
Experience with Ethernet cabling, including running, terminating, and troubleshooting, is preferred.

Responsibilities

Monitor and respond to user requests through the IT ticketing system, ensuring timely and effective resolution of technology-related issues in line with established SLAs involving Agency-supported endpoint devices.
Carry out assigned responsibilities while maintaining regular daily tasks in a well-organized, responsive, and detail-oriented manner.
Maintain an accurate and up-to-date inventory of all Agency purchased technology assets.
Collaborate with members of the IT team, Agency staff, and project teams to troubleshoot issues and contribute to the evaluation and implementation of new systems, procedures, and technology solutions.
Provide on-site support with the flexibility to travel to any Agency location.
Assist in delivering basic technology training or orientation sessions for new staff as needed.
Promptly and accurately monitor and update assigned departmental tasks on the team scheduling board to ensure transparency and alignment across the team.
Proactively communicate important updates to users, including system outages, procedural changes, user-impacting updates, and best practices, while offering individualized guidance when appropriate.
Serve as a subject matter expert (SME) for end-user technology, offering ongoing technical and consultative support to Agency staff.
Contribute to the development and maintenance of internal knowledge base articles and user guides to support staff self-service and onboarding.
Respond promptly to urgent requests that impact users’ ability to perform their work, such as but not limited to password resets and hardware failures.
Be reasonably available outside of standard business hours to help address emergency issues that impact users’ ability to perform their work.
Oversee the organization and maintenance of the IT storage room, including tracking inventory and replacement parts.
Evaluate and respond to requests for modifications or enhancements to end-user technology, offering cost-effective and practical solutions.
Perform other duties as assigned by the Director of IT in a timely, efficient, and effective manner.
Comply with all Agency Information Systems policies, IT Department Operational Standards, and directives from IT leadership, including secure-area access and asset management procedures.
Completed required time, activity, and expense reporting accurately and by established deadlines.