Temporary IT Service Desk Analyst

Legal Aid Chicago•Chicago, IL

1d•Hybrid

About The Position

For over 50 years, Legal Aid Chicago has provided free civil legal assistance to people living in poverty in metropolitan Chicago. Each year our attorneys, volunteers, and staff help resolve civil legal problems, including domestic violence, consumer fraud, and unfair evictions. Legal Aid Chicago was founded on the philosophy that all individuals are entitled to quality civil legal representation, regardless of their income. We work to ensure that poverty is not an impediment to justice. Legal Aid Chicago offers a hybrid work environment. Our office, located in downtown Chicago at 120 S. LaSalle Street, is ADA accessible and has convenient access to public transportation and local expressways. Position Overview Legal Aid Chicago seeks a temporary full-time IT Service Desk Analyst. This position, under the direction of the Director of IT, is responsible for assisting with and resolving requests and incidents. The IT Service Desk Analyst assists users with any issues involving their computer hardware, communications software, or computer applications. Duties include responding to customers, determining the cause of computing issues, and fixing technical problems. This position will last up to six weeks.

Requirements

Legal Aid Chicago encourages applications from individuals with relevant experience, particularly those who have direct experience with communities we serve or perspectives that help us understand and serve our clients better.
Bachelor's Degree preferred
4+ years' experience in a user and systems support role
Customer-service experience with a problem-solving attitude
Solid technical background with an ability to give instructions to a non-technical audience
Understanding of Active Directory, Exchange, Microsoft/Office 365 and Azure AD
Ability to respond to help desk escalations in a professional and courteous manner
Experience presenting to large groups in an in-person and remote environment
Exceptional organizational skill with strong attention to detail
Excellent written and verbal communications skills

Nice To Haves

HDI / ITIL 4 Certifications preferred

Responsibilities

Assist with providing Help Desk functions for staff – creating and responding to tech support requests via telephone, email and support system.
Assess problems with user hardware or software up to and including applying software updates, replacing hardware (CPUs, displays, etc.).
Maintain proficiency with all equipment, computer hardware, and software necessary to perform the duties of the position.
Assist other Service Desk staff and System/Network Administrators with providing help desk functions, e.g. answering staff questions and solving complex computer problems.
Document processes and procedures, training materials, network and system design, etc.
Day to day network administration, e.g. creation/deletion of accounts, backups, etc.
Assist with managing and troubleshooting all network servers, such as domain controllers, file, database, and other application servers.
Assist with managing and troubleshooting all telephony equipment, such as the PBX, fax, voice mail server, and computer telephone integrated systems.
Assist in troubleshooting email and other electronic communications systems, from back-end mail flow to the end-user client.
Assist in operating, maintaining, and monitoring networking equipment, such as routers, firewalls, switches, and gateway security devices.
Assist with performing routine reports on system health and usage, with recommendations as appropriate.
Perform other such duties reasonably related to the functions of the IT Service Desk staff, System/Network Administrators and as may be assigned from time to time by IT management.