IS Field Support Specialist

About the role

Lutheran Social Services of Illinois (LSSI) is hiring a full-time IS Field Support Specialist to provide technical support for applications and systems software, end-user hardware, and other hardware infrastructure for various LSSI locations.

Responsibilities

• Provide level 1 and 2 support for systems via phone or at user workstation at LSSI locations while maintaining excellent customer support and effective resolution of issues, including support of applications and system software and computer hardware.
• Deliver end-user training on devices and applications software usage.
• Follow procedures for responding to, recording, and escalating support issues.
• Work closely with the Senior Support Specialist to meet and exceed on Key Performance Indicators including but not limited to Service Level Agreements that measure the performance of the support center.
• Configure cost-effective and standard hardware and software.
• Install, configure, test, and troubleshoot personal computer systems following established standards.
• Grant access to corporate networks and applications with proper approvals.
• Maintain updated, broad knowledge of relevant technologies, including operation systems, application software, and network systems.
• Serve as a liaison between the IS Support Center team at CSO and staff at various LSSI locations.
• Demonstrate professional, positive behavior and carry out responsibilities with integrity, treating clients, families, other LSSI workforce members, and collaborative organizations and/or individuals in a dignified, respectful, honest, and fair manner.

Requirements

• A high school diploma or equivalent required.
• A bachelor's degree preferred.
• Minimum of three (3) to five (5) years' experience in desktop, network, and/or telephone support preferred.
• Knowledge and understanding of SaaS and on-prem applications preferred.
• Demonstrated understanding of how an organization's technology landscape works required.
• Demonstrated ability to identify repeated issues and work with the infrastructure team to bring permanent resolutions.
• Demonstrated customer service skills to resolve issues expeditiously.
• Accurate documentation skills required to ensure users can help themselves in resolving issues.
• Ability to communicate in a clear, comprehensible manner, both verbally and in writing.
• Demonstrated ability to work independently as well as understand when to escalate and involve team members and supervisor.
• Strong knowledge of Windows operating systems, Active Directory, Microsoft 365 tools, SharePoint, OneDrive, and Teams.
• Excellent organization, presentation, and PC/computer skills, including experience using Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) along with other related software.
• Valid driver's license, in good standing for the state of residency required.
• Access to reliable transportation required.
• Valid IL statutory minimum liability insurance coverage, bodily injury, and property damage required.

Qualifications

• IT related and ITIL certifications is preferred.

Benefits

• On Demand Flexible Paydays for earned wages through an app called Dayforce Wallet.
• Competitive salary based upon relevant education, experience, and licensure. Salary $28-$36/Hourly.
• Opportunity for advancement.
• Comprehensive benefits package for Full-Time employees includes healthcare insurance, up to 26 days of paid time off per calendar year, sick time, 403(b) plan, Employee Assistance Program, and flexible hours.