IT-Service Desk Technician

About the role

Mercy Home for Boys & Girls is dedicated to empowering Youth, fostering hope, and creating brighter futures. We are a Top 100 Places to Work in Chicago and are committed to the growth and well-being of our team. We provide comprehensive training and ongoing professional development opportunities.

Responsibilities

• Support end users with a wide range of IT-related issues, including workstations, laptops, Chromebooks, printers, and mobile devices.
• Own hands-on endpoint lifecycle work, including device imaging and provisioning, MDM administration, and coordinated hardware rollouts and refreshes across Agency locations.
• Collaborate with the Information Systems (IS) team to manage and support endpoint devices connected to the Agency’s various networks.
• Contribute to the planning and implementation of new systems and ensure all users follow established IT procedures and best practices.
• Monitor and respond to user requests through the IT ticketing system, ensuring timely and effective resolution of technology-related issues in line with established SLAs involving Agency-supported endpoint devices.
• Carry out assigned responsibilities while maintaining regular daily tasks in a well-organized, responsive, and detail-oriented manner.
• Maintain an accurate and up-to-date inventory of all Agency purchased technology assets.
• Provide on-site support with the flexibility to travel to any Agency location.
• Assist in delivering basic technology training or orientation sessions for new staff as needed.
• Promptly and accurately monitor and update assigned departmental tasks on the team scheduling board to ensure transparency and alignment across the team.
• Proactively communicate important updates to users, including system outages, procedural changes, user-impacting updates, and best practices, while offering individualized guidance when appropriate.
• Serve as a subject matter expert (SME) for end-user technology, offering ongoing technical and consultative support to Agency staff.
• Contribute to the development and maintenance of internal knowledge base articles and user guides to support staff self-service and onboarding.
• Respond promptly to urgent requests that impact users’ ability to perform their work, such as but not limited to password resets and hardware failures.
• Oversee the organization and maintenance of the IT storage room, including tracking inventory and replacement parts.
• Evaluate and respond to requests for modifications or enhancements to end-user technology, offering cost-effective and practical solutions.
• Perform other duties as assigned by the Director of IT in a timely, efficient, and effective manner.
• Comply with all Agency Information Systems policies, IT Department Operational Standards, and directives from IT leadership, including secure-area access and asset management procedures.
• Complete required time, activity, and expense reporting accurately and by established deadlines.

Requirements

• Enthusiasm for working with technology and a commitment to continuous learning.
• Consistently maintains a friendly, professional demeanor and a positive, solutions-oriented attitude.
• Strong interpersonal and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Comfortable managing multiple priorities in a dynamic environment, with the ability to shift focus quickly as needed.
• Minimum of three (3) years of experience in a Microsoft client/server environment, with expert-level proficiency in Windows operating systems.
• At least three (3) years of hands-on experience troubleshooting Dell workstations and mobile devices, including Apple iOS, Android, Windows, and ChromeOS.
• Familiarity with MacOS is a plus.
• Minimum of one (1) year of experience working with Active Directory, Entra ID, and Microsoft 365.
• Familiarity with Google Mobile Device Management (MDM) and Microsoft Intune is a plus.
• Experience setting up and troubleshooting audio-visual equipment, including projectors and televisions.
• Experience with Ethernet cabling, including running, terminating, and troubleshooting, is preferred.
• Strong ability to read and interpret technical documentation and have a basic understanding of cybersecurity principles and a commitment to following secure computing practices.
• Demonstrated ability to handle sensitive information with discretion and maintain confidentiality.
• Reliable and punctual, with regular and predictable attendance.
• Possession of a valid driver’s license and access to reliable transportation.
• Willingness and ability to create and maintain user-facing technical and procedural documentation.
• Willingness to work flexible hours and respond to after-hours emergencies as needed.
• Proficiency in spoken and written English.
• Maturity, cultural sensitivity, and the ability to work effectively with individuals from diverse backgrounds.
• Good manual dexterity and the ability to safely and effectively operate a variety of tools.
• A strong commitment to the mission, values, and goals of the Agency.

Qualifications

• Basic Information / Schedule Details
• Monday to Friday: 8:30am to 5:00pm.
• Pay: $65,000 to $72,000
• Location: West Loop Campus - 1140 W Jackson, Chicago, IL 60607

Benefits

For information on benefits please follow this link- https://www.mercyhome.org/working-mercy-home-2/benefits/

Why You Will Love Working Here

At Mercy Home, our commitment to providing the best care for the Youth we serve extends to ensuring our team receives top-of-the-line training and professional development. We are a Top Workplace as awarded by the Chicago Tribune. Mercy Home for Boys & Girls is an Equal Opportunity Employer and is committed to Inclusion and Diversity.

Visit us at www.mercyhome.org/jobs