IT Support Specialist

Planned Parenthood of Illinois•Chicago, IL

13d•$80,000 - $88,000•Hybrid

About The Position

The Information Technology (IT) Specialist provides hardware, software, and network technical assistance and support to PPIL users throughout the state of Illinois. This position reports to the Director of Information Technology and Systems.

Requirements

Bachelor’s degree or equivalent relevant professional work experience.
Minimum of 3 years professional experience in PC/laptop management, troubleshooting, and/or helpdesk support using a ticketing system.
Strong knowledge of Windows 11.
Experience managing mid-size (150+ endpoints) windows environments over time.
Strong knowledge in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams).
Experience managing accounts in MS Entra ID (aka Azure AD) and Exchange Online.
Quick learner, critical thinker, problem solver
Customer-service mindset
Integrity
Commitment and work ethic to fully finish a task and proactively confirm it’s completed to satisfaction of all stakeholders.
Must have own vehicle and be willing and able to drive to downstate Health Centers.

Nice To Haves

Clinical/healthcare experience, EPIC or similar, HIPAA compliance
PC and laptop cybersecurity/hardening, EDR/XDR management
Working with MSP/MSSP
inTune, MDM, ConnectWise
Scripting in PowerShell, .bat, etc.
Infrastructure and network monitoring/alerting
Lansweeper or similar asset management tool
NIST, CIS, or similar compliance
License management, lifecycle management, destruction management
Meeting room systems, Zoom, Teams meeting hosting and configuring
Ransomware, phishing or other cyber attacks
Backup management and testing
DR planning; incident response planning
Fortinet or other VPN config/mgt
Budgeting and cost management
Email defense systems like Barracuda, Proofpoint, etc.

Responsibilities

Provide technical support to all staff in a hybrid/remote workforce.
Support PCs, laptops, hardware, software, printers, desk phone systems, mobile devices, headsets, peripherals/accessories, conference room systems, and online/cloud/SaaS systems.
Monitor and manage helpdesk tickets to ensure timely and thorough response.
Develop Knowledge Base content to improve non-IT self-service and IT responsiveness over time.
Work directly and effectively with non-IT personnel including executive leadership.
Travel to PPIL Health Centers across Illinois as needed to provide on-site support.
Support live meetings as well as virtual meeting technologies and events.
Support and perform staff-facing training related to cybersecurity and the IT environment.
Perform installation, bulk deployment, debugging, updates, configuration, troubleshooting, and training.
Develop and maintain scripting to automate tasks and improve quality and consistency.
Leverage and manage endpoint-management and mobile device management tools to make maintenance efforts as efficient as possible.
Perform inventory and auditing to confirm consistent/correct environment.
Help ensure compliance with PPIL’s regulatory obligations.
Support and improve cyber-security, system hardening, etc.
Investigate and recommend improvements in processes, policies, configuration, tools, etc. to reduce recurring problems and improve efficiency and cybersecurity.
Create scripting to improve automation and consistency.
Support IT-related strategic planning and budgeting efforts.
Provide after-hours and weekend support when needed.
Demonstrate an understanding of and commitment to remain informed about PPIL protocols, policies, and procedures.
Demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, equity, inclusion, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers.
Other duties as assigned.