IT Support Analyst (3095)

Job Details Location: Chicago, IL 60602 Position Type: Full Time Education Level: Associates Degree Salary Range: $48,000.00 - $57,000.00 Travel Percentage: Hybrid Position Summary 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. Essential Duties / 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 escape 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. Qualifications Minimum Qualifications 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. CompTIA A+ certification is preferred. Skills / Abilities 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. Core Competencies Communication: Uses effective written and oral communication with internal staff, teams, and community service; demonstrates empathy and listening. Client orientation: Recognizes needs of diverse stakeholders and approaches relationships with service orientation, to ultimately maximize the impact. Equity mindset: Understands and is committed to goals of equity consistently brings an equity mindset to the organization’s work and workplace. Growth mindset: Views growth as important for personal and professional development; seeks out opportunities to expand skills, even if the change is required, demonstrates curiosity and eagerness to learn. Ownership and quality of work: Effectively manages own work, and work of the team to ensure delivery of high‑quality work. Supervisory skills: Effectively manages and develops others. Mission drive: Demonstrates commitment to the mission of the organization as a whole and alignment with organization values. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment, school setting and working with the public, COVID‑19 vaccination is required. Occasional local and national travel. #J-18808-Ljbffr Youth Guidance