Technology Support Engineer

GREATER CHICAGO FOOD DEPOSITORY•Chicago, IL

2d•$50,961 - $50,961•Onsite

About The Position

The Technology Support Engineer is a Tier 1.5 support role and a primary point of resolution for technology needs across the Greater Chicago Food Depository. The Engineer resolves issues at their root cause, documents solutions, and escalates matters only when specialist expertise is required. The role supports staff working in offices, the warehouse, and remotely, and contributes to the organization’s in-house support model and IT strategy.

Requirements

High school diploma or equivalent.
2 to 4 years of service desk or desktop support experience.
Hands-on experience with Microsoft 365, Entra ID, Intune, and Windows.
Working knowledge of networking fundamentals, including DNS, DHCP, Wi-Fi, and VPN.
Experience with a ticketing system and clear technical documentation.
Excellent communication skills and sound judgment about when to resolve issues and when to escalate.
Regular on-site presence at the distribution center.
Rotating on-call availability.
Ability to lift up to 50 pounds.
Eligible to work in the United States.
Enthusiasm for the mission of the Food Depository.

Nice To Haves

IT degree or completion of an apprenticeship.
Familiarity with macOS and mobile devices.
CompTIA A+, Network+, Security+, or Microsoft certifications.
Experience in a warehouse or logistics environment.
Bilingual proficiency in English and Spanish.
Nonprofit experience.

Responsibilities

Serve as a primary point of contact for Foodbankers through the service desk, phone, chat, email, and walk-up support.
Resolve most incidents and requests at first contact within service levels, keeping requesters informed.
Support staff across offices, the warehouse, and remote settings using patient, plain-language communication.
Manage accounts, licenses, and access in Microsoft 365 and Entra ID, including onboarding and offboarding.
Troubleshoot Windows and macOS devices, Microsoft 365 applications, mobile devices, printers, and warehouse scanners.
Manage devices through Intune, including enrollment, compliance, and patching.
Perform first-level network and business application troubleshooting, escalating with complete documentation when needed.
Reinforce security practices, including MFA, password management, and phishing reporting, and quickly escalate suspected incidents.
Maintain accurate asset records and clear knowledge base articles.
Identify recurring issues and recommend fixes or automation to reduce ticket volume.
Support technology projects such as device refreshes and system rollouts.
Help mentor IT apprentices and participate in a rotating on-call schedule.
Perform other duties as assigned.