IT Support Specialist

Information Technology SpecialistThe 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.Essential FunctionsThe essential functions of this position are: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.Other responsibilities: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.QualificationsEducationRequired: Bachelor's degree or equivalent relevant professional work experience.ExperienceRequired: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.Experience with any of the following is also a plus:Clinical/healthcare experience, EPIC or similar, HIPAA compliancePC and laptop cybersecurity/hardening, EDR/XDR managementWorking with MSP/MSSPinTune, MDM, ConnectWiseScripting in PowerShell,.bat, etc.Infrastructure and network monitoring/alertingLansweeper or similar asset management toolNIST, CIS, or similar complianceLicense management, lifecycle management, destruction managementMeeting room systems, Zoom, Teams meeting hosting and configuringRansomware, phishing or other cyber attacksBackup management and testingDR planning; incident response planningFortinet or other VPN config/mgtBudgeting and cost managementEmail defense systems like Barracuda, Proofpoint, etc.SkillsQuick learner, critical thinker, problem solverCustomer-service mindsetIntegrityCommitment and work ethic to fully finish a task and proactively confirm it's completed to satisfaction of all stakeholders.Physical Demands/Work EnvironmentWhile performing the duties of this job, the employee is regularly required to stand, walk, talk, read, see, and hear. The employee is regularly required to use hands and fingers to type, use a phone, handle, feel, or reach. The employee is regularly required to sit. The employee must occasionally lift and/or move up to 25 pounds. This position is hybrid, requiring three to four days per workweek in the downtown Chicago office and/or on site at one or more Planned Parenthood Health Centers in Illinois. One or two visits to a Chicago-area Health Centers can be expected most weeks. Visits to downstate Health Centers are less frequent, perhaps one every other month. The employee must have their own vehicle and be willing and able to drive to downstate Health Centers. PPIL reimburses for mileage and other relevant travel expenses.$80,000 - $88,000 a yearJust a few of the Benefits enjoyed by PPIL employees...Company-subsidized premiums on Medical, Dental, and Vision InsuranceUp to 12 weeks Paid Parental Leave for eligible employeesGenerous Paid Time Off (PTO) and paid holidaysMission-focused work401k with employer matching100% company-paid Life Insurance100% company-paid Short- and Long-Term Disability CoverageRobust Employee Assistance ProgramProfessional Development awards and opportunitiesFlexible Spending AccountsFree Medical Services at PPILPet InsurancePlanned Parenthood does not discriminate in the selection of its staff based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or any other characteristic protected under federal, state or local law. We know that BIPOC and women identifying candidates are less likely to apply to jobs unless they meet every requirement. Do not be deterred if your experience does not align perfectly with every qualification in job posting.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.