IT Help Desk Level I

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

 Why Join Us?

• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professional development.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

Benefits

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
  • BCBS HMO, PPO, and PPO Select Plans
  • BCBS Dental

• BCBS Vision
• Paid Time Off:
• 3-weeks paid vacation and 1-week of personal time
• 12 accrued sick days per year
•  10 paid holidays, including Juneteenth
• PTO Exchange allows employees to turn unused PTO into liquid assets
• 401k program with up to 5% employer match after 90 days 
• Employer-paid basic life insurance valued at one times the annual salary
• Voluntary Life and AD&D, and Short-term and Long-term disability
• Pre-tax commuter and parking benefit account
• Flexible Spending Accounts for healthcare and dependent care
• Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
• Employee Assistance Program with 5 employer-paid counseling sessions
• 50% off at Brown Elephant Resale Shops and discounts at local businesses

Pay: $24.65/hour

POSITION SUMMARY:

An IT Help Desk Support, Level I provides enterprise-level support to all Howard Brown Health employees. This role is responsible for diagnosing and troubleshooting both hardware and software related issues and providing solutions to our user base. An IT Help Desk Support Level I position communicates with staff across all levels of the organization and has a technical understanding to best resolve issues quickly, effectively, and with excellent customer service skills.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide first level support via phone, instant message, or ticketing system for internal customers with IT software or hardware requests, questions and/or issues.
• Receive and register tickets in the HBH IT Help Desk System and provide appropriate follow-up.
• Resolve standard IT problems on the telephone in accordance with internal procedures and escalate problems to next line of support, as necessary.
• Receive and act on direction provided by IT Leadership team to determine the best solution based on the issues and details provided by customers.
• Follow up on assigned tickets and inform users regarding the status of their IT query/problem.
• Redirect unresolved or complex issues to the next level of support (IT Help Desk Support, Level II or the Manager of IT Operations).
• Report reoccurring problems to the Manager of IT Operations to better optimize our processes.
• Contribute to HBH IT knowledge base to document and share technical knowledge across the organization, as appropriate.
• Participate in the HBH Change Control process, as necessary.
• Performs related duties as assigned

QUALIFICATIONS, KNOWLEDGE, SKILL REQUIRED:

 Education:

• Associates degree in technology, or information systems, or related field is required.

Experience:

• 0-2 years of work experience as a Technical Support Technician, Desktop Support Technician, IT Helpdesk Technician, or similar role is required.

Knowledge, Skills, and Abilities:

• Knowledge and familiarity with remote desktop/support applications and helpdesk software
• Strong knowledge of Microsoft Office Suite, preferably Office 365
• Ability to multitask and work under stress
• Strong communication and team building skills required
• Commitment to providing informative and friendly end user support
• Ability to maintain professional knowledge and technical skills to maximizing one’s own professional knowledge.

Preferred:

• CompTIA A+, Microsoft Fundamentals, or similar are a plus

Working Conditions:

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods of time.
• May require occasional bending and lifting up to 50 pounds.
• Will need to work some evenings or weekend as required.
• Space is limited and must be shared for optimal usage.
• Required to work at all Howard Brown locations as assigned.

EQUAL OPPORTUNITY STATEMENT:
Decisions and criteria governing the employment relationship with all employees at Howard Brown are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender identity, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.