SENIOR IT SUPPORT SPECIALIST

Ada S. Mckinley Community Services - Chicago, IL

Full-time - Mid Level

Chicago, IL

5,001-10,000 employees

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Senior IT Support Specialist at Ada S. McKinley Community Services, Inc. plays a crucial role in providing integration, support, and maintenance of the agency's hardware and software programs. This position focuses on problem-solving and identifying user requirements to enhance existing computer networks, ensuring efficient IT operations across the organization.

Responsibilities

• Integrates, supports and maintains agency-wide infrastructure.
• Provides technical support to end user's hardware and software service requests.
• Provides technical assistance and support to the Vice President of IT.
• Assists the VP of IT with the configuration, maintenance and support of the Agency's Local and Wide Area Network (LAN/WAN).
• Assists and develops management information reporting at the Administrative Office and at division locations.
• Provides updates, status and completion information to IS Director and problem request tracking system, and/or users, via voice mail, e-mail or in-person communication.
• Provides first and second level support of user issues such as installing, modifying, and making minor repairs to personal computer hardware and software systems.
• Reviews service requests for accuracy, general account trends to ensure quality assurance.
• Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery.
• Responds to user inquiries concerning systems operation and diagnoses system hardware, software and operator problems.
• Provides training and support to divisional personnel regarding information technology and program operations.
• Prepares instructional reports/memoranda as documentation for users and prepares internal status reports indicating accomplishments and plans, as required and directed.
• Assists and develops user-based training materials.
• Documents corrective measures taken at user sites.
• Documents hardware problems to assist the VP of IT in determining the service escalation level.
• Maintains courteous, professional and effective working relationships with employees at all levels of the Agency.
• Cell Phone Setup and Administration.
• PC Break Fix.
• TCP/IP Network Administration.
• Teams Phones.
• Windows Domain Administration.
• SonicWall Administration Including VPN.
• PC Builds.
• Office 365 Administration.
• Suggests improvements as necessary.

Requirements

• A minimum of a bachelor's degree required, preferably in computer science, business administration, or information systems.
• A minimum of five years of responsible information systems work experience is preferred, which may include relevant internships or volunteer experiences.
• A minimum of five years of extensive knowledge of information systems hardware, software, and application configurations.
• Ability to travel and support divisional services within multiple site locations.
• Clear a criminal background check and possess and maintain a reliable automobile with verification of insurance coverage, a valid driver's license and clear a motor vehicle report acceptable to the Agency's insurance broker.

Nice-to-haves

• Ability to work under the stress of meeting many requests and of meeting and resolving conflicting deadlines.
• Ability to comprehend the consequences of various problem situations and to make or refer for appropriate decision making.
• A working knowledge of various operating systems and software is a plus.
• Ability to define problems, collect data, and establish facts and valid conclusions that will lead to effective and productive solutions to computer systems needs and problems.