IT Support Analyst (3095)

YOUTH GUIDANCE•Chicago, IL

21d•$48,000 - $57,000•Hybrid

About The Position

Responsible for receiving and resolving IT support requests electronically, via phone and in person in a fast-paced non-profit environment. Travel to various sites to resolve technical issues. Provide excellent customer service for on-site and off-site employees.

Requirements

Associates degree or higher in Computer Technology or equivalent field experience.
Minimum of two years of technical/customer service experience.
ITIL certification is required. If not currently certified, it must be obtained within three months of hire.
Experience troubleshooting both local and wide area network issues.
Experience troubleshooting Windows, SharePoint, Office, VoIP, and application issues.
Prior experience of installing software and hardware components in a Windows environment required.
Must possess excellent communication and customer service skills.

Nice To Haves

CompTIA A+ certification is preferred.

Responsibilities

Identify, isolate, troubleshoot, document, and resolve IT issue.
Install, deploy, and maintain IT hardware and software systems.
Provision & maintenance of user accounts.
Coordinate timely repair of equipment covered under 3rd party maintenance agreements.
Recognize and escalate high-level issues as appropriate.
Perform preventative maintenance on IT systems as directed.
Provide technology training for staff appropriate to their needs, including new user orientation and in-services as need.
Provide support for cell phones, including set-up, swapping and upgrades.
Maintain orderly, up-to-date records, documentation, and files, using approved practices and record-keeping systems, including inventory.
Create and maintain images for workstations.
Reclaim assets as necessary at the central office and in the field.
Provide support for agency copiers.
Monitor, manage, and report on ticketing system for quality improvement.
Other duties as assigned.