IT Support Specialist

1. (50% - Technical Support) Provide technical support to all staff in a hybrid/remote workforce. Support PCs, laptops, hardware, software, printers, desk phone systems, mobile devices, headsets, peripherals/accessories, conference room systems, and online/cloud/SaaS systems. Monitor and manage helpdesk tickets to ensure timely and thorough response.  Develop Knowledge Base content to improve non-IT self-service and IT responsiveness over time. Work directly and effectively with non-IT personnel including executive leadership. Travel to PPIL Health Centers across Illinois as needed to provide on-site support. Support live meetings as well as virtual meeting technologies and events. Support and perform staff-facing training related to cybersecurity and the IT environment. 

1. (40% - Management of IT Environment) Perform installation, bulk deployment, debugging, updates, configuration, troubleshooting, and training. Develop and maintain scripting to automate tasks and improve quality and consistency. Leverage and manage endpoint-management and mobile device management tools to make maintenance efforts as efficient as possible. Perform inventory and auditing to confirm consistent/correct environment.  Help ensure compliance with PPIL’s regulatory obligations. Support and improve cyber-security, system hardening, etc.

1. (10% - Process Improvement, Strategy) Investigate and recommend improvements in processes, policies, configuration, tools, etc. to reduce recurring problems and improve efficiency and cybersecurity.  Create scripting to improve automation and consistency.  Support IT-related strategic planning and budgeting efforts.

Other responsibilities: 

Experience

Required: 

• Minimum of 3 years professional experience in PC/laptop management, troubleshooting, and/or helpdesk support using a ticketing system.
• Strong knowledge of Windows 11.
• Experience managing mid-size (150+ endpoints) windows environments over time.
• Strong knowledge in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams). 
• Experience managing accounts in MS Entra ID (aka Azure AD) and Exchange Online.

Skills 

• Quick learner, critical thinker, problem solver
• Customer-service mindset
• Integrity
• Commitment and work ethic to fully finish a task and proactively confirm it’s completed to satisfaction of all stakeholders.

While performing the duties of this job, the employee is regularly required to stand, walk, talk, read, see, and hear. The employee is regularly required to use hands and fingers to type, use a phone, handle, feel, or reach. The employee is regularly required to sit. The employee must occasionally lift and/or move up to 25 pounds.  This position is hybrid, requiring three to four days per workweek in the downtown Chicago office and/or on site at one or more Planned Parenthood Health Centers in Illinois.  One or two visits to a Chicago-area Health Centers can be expected most weeks.  Visits to downstate Health Centers are less frequent, perhaps one every other month.  The employee must have their own vehicle and be willing and able to drive to downstate Health Centers. PPIL reimburses for mileage and other relevant travel expenses. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.