IT Helpdesk Technician
- Job Title
- IT Helpdesk Technician
- Chicago, IL
- Other Location
The AIDS Foundation of Chicago (AFC) mobilizes communities to create equity and justice for people living with and vulnerable to HIV or chronic conditions. We envision a world in which people living with HIV or chronic conditions will thrive, and there will be no new HIV cases. Our work focuses on advancing health equity, preventing new cases of HIV, serving as a collaboration and knowledge center, being a bold voice for change and strengthening our organizational excellence.
We are seeking for an individual to serve as our Information Technology Help Desk Technician. The Information Technology Help Desk Technician is responsible for providing network and hardware maintenance and support, help desk support to end users, and provide backup to the Director of Information Technology for a variety of network, hardware, and software applications. The IT Help Desk Technician is a member of the Operations team, which includes the areas of Human Resources, Information Technology, and general office oversight. The Operations team works together to provide high quality and timely support to the work of the organization, with a focus on providing excellent customer services to its internal customers while maintaining excellent relations with external contacts.
Principal functions and responsibilities of this position include the following:
Help Desk Support
- Process and respond to various help desk support tickets for end-users;
- Provide Level I Help Desk support for end-users using Microsoft Office Suite, Microsoft Office 365, Client Track, and various applications (i.e., Financial Edge, Raiser's Edge, Provide);
- Provide Level I support of desktops, laptops, mobile devices, and network peripherals;
- Provide Level I support for printers and photocopiers, including ensuring maintenance of toner stock and coordinating service calls for maintenance and repair;
- Conduct Level I configuration and setup of systems as assigned by the Director of Information Technology.
IT Administrative Support
- Maintain AFC 'how to' documentation;
- Maintain hardware and software inventory;
- Image, configure, and set-up new workstations;
- Manage Windows and other updates on workstations and laptops;
- Create new user accounts as needed;
- Maintain and monitor hardware and software inventory;
- Maintain telephone system, including adding new users, moving extensions, and other duties;
- Maintain toner stock;
- Maintain recycling program for printer toner and discontinued IT equipment;
- Maintain the organizational integrity of IT workspaces;
- Serve as network emergency on-call backup to the Director of Information Technology.
- Assist the Director of Information Technology and the IT Help Desk Manager on other IT-related matters as needed;
- Assist with agency-wide activities as directed, including Annual Meeting, AIDS Run & Walk, and others;
- Maintain and update job knowledge by participating in training and educational opportunities, reading professional publications, and participating in professional organizations;
- Protect organization's value and manage risk by keeping information confidential;
- Perform other duties as assigned.
Associate’s Degree in Computer Science or related field AND 1 or more years Help Desk Support experience
OR 3 or more years Help Desk Support experience
Bachelor’s Degree in Computer Science or related field
4 or more years Help Desk Support experience
Knowledge, Skills, and Abilities
Strong attention to detail and the ability to manage time so that the priority of activities determines the timing and amount of attention received.
The ability to analyze and assess end-user requirements. This includes the ability to determine the specific nature of an end-user’s problem by asking questions.
The ability to troubleshoot various hardware and software issues. This includes knowledge of help desk support mechanisms and documentation.
Strong interpersonal skills including the ability to develop and maintain professional, trusting, and positive working relationships with mangers, supervisors, staff, co-workers, and vendors.
Please reference position code OPERATIONS ITC 401
Decisions and criteria governing the employment relationship with all employees at AIDS Foundation of Chicago are made in a non-discriminatory manner, without regard to race, ethnicity, creed, religion, color, sex, sexual orientation, gender identity or expression, age, national origin, citizenship status, military service and/or marital status, order of protection status, handicap, disability (including HIV/AIDS status), or any other factor determined to be unlawful by federal, state, or local statutes.