IT Field Support Specialist

$58,240 - $66,560/Yr

Lutheran Social Services Of Illinois - Des Plaines, IL

Full-time - Entry Level

Des Plaines, IL

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The IT Field Support Specialist at Lutheran Social Services of Illinois (LSSI) is responsible for providing technical support for applications, systems software, and end-user hardware across various LSSI locations. This role involves delivering level 1 and 2 support, training end-users, and ensuring effective resolution of technical issues while maintaining high standards of customer service. The position also includes collaboration with the Senior Support Specialist to meet performance metrics and support the organization's mission of making a positive difference in the lives of others.

Responsibilities

• Provide level 1 and 2 support for systems via phone or at user workstation at LSSI locations.
• 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 Key Performance Indicators.
• Configure cost-effective and standard hardware and software.
• Install, configure, test, and troubleshoot personal computer systems under supervision.
• Grant access to corporate networks and applications with proper approvals.
• Maintain updated knowledge of relevant technologies, including operating systems and application software.
• Serve as a liaison between the IS Support Center team and staff at various LSSI locations.
• Demonstrate professional behavior and carry out responsibilities with integrity.

Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• IT related and ITIL certification is preferred.
• Minimum of three (3) to five (5) years' experience in desktop, network, and/or telephone support preferred.
• Strong knowledge of Windows operating systems, Active Directory, Microsoft 365 tools, SharePoint, OneDrive, and Teams.
• Demonstrated Customer Service skills to resolve issues expeditiously.
• Accurate documentation skills required.
• Ability to communicate clearly, both verbally and in writing.
• Demonstrated ability to work independently and escalate when necessary.

Nice-to-haves

• Knowledge and understanding of SaaS and on-prem applications preferred.
• Demonstrated understanding of how an organization's technology landscape works required.
• Ability to identify repeated issues and work with the infrastructure team for permanent resolutions.

Benefits

• Paid training
• Paid holidays
• Health insurance
• Paid time off
• Employee assistance program
• 403(b)
• Opportunities for advancement
• Flexible schedule