IT Endpoint Support Specialist

Mercy Home for Boys & Girls; Chicago (IL); On-site; USD 65,000 - 72,000; Full time

Benefits offered by this job

Top Workplace award by Chicago Tribune

Professional development opportunities

Job summary

Mercy Home for Boys & Girls seeks an IT Endpoint Support Specialist to support end users, manage devices, and maintain IT services across campus locations in Chicago. The role requires Windows administration, AD/Entra ID, and modern endpoint management with a focus on reliable user support and documentation.

The position is based on-site at the West Loop Campus in Chicago, with regular daytime hours and occasional on-call coverage to address urgent issues.

Qualifications

• Minimum of three (3) years in a Microsoft client/server environment with Windows 10/11 admin and troubleshooting.
• CompTIA A+ or Microsoft endpoint certification preferred.
• At least one year of experience with AD, Entra ID, and Microsoft 365.

Responsibilities

• Respond to user requests via the IT ticketing system and resolve issues within established SLAs for endpoint devices.
• Maintain asset inventory and lifecycle documentation.
• Provide on-site support and travel to Agency locations as needed.
• Assist in IT training and knowledge-base creation for staff self-service.

Skills

Windows administration

Active Directory

Entra ID

Microsoft 365

Endpoint management

IT ticketing

Customer service

Education

High School Diploma or GED

CompTIA A+ (preferred)

Microsoft endpoint certification (preferred)

Tools

Microsoft Intune

Google MDM

Dell hardware

Job description

Description

Join our team today! At Mercy Home for Boys & Girls, we are dedicated to empowering Youth, fostering hope, and creating brighter futures. Our mission is to be advocates, educators, coaches, and role models for the Youth we serve. We strongly believe that every young individual deserves a chance to thrive and reach their full potential.
As one of the Top 100 Places to Work in Chicago according to the Chicago Tribune for the past 13 consecutive years, Mercy Home prides itself on prioritizing the growth and well-being of our team. We provide comprehensive training as well as ongoing professional development opportunities throughout your time here.
If you're passionate, driven, and dedicated to making the world a better place, then we want you on our team. The committed workers at Mercy Home provide healing, guidance, and opportunity to young men and women in need.

How You’ll Make An Impact

You will play a vital role in ensuring that all Agency staff have reliable access to the technology tools they need to serve our mission. This position is responsible for supporting end users with a wide range of IT-related issues and for maintaining the functionality of user-facing technology, including, but not limited to, workstations, laptops, Chromebooks, printers, and mobile devices.
Working collaboratively with the Information Systems (IS) team, the Endpoint Support Specialist helps manage and support endpoint devices connected to the Agency’s various networks. This role also contributes to the planning and implementation of new systems and ensures that all users follow established IT procedures and best practices.

In This Role, You Will

• Monitor and respond to user requests through the IT ticketing system, ensuring timely and effective resolution of technology-related issues in line with established SLAs involving Agency-supported endpoint devices.
• Maintain accurate asset inventory throughout the lifecycle in accordance with Agency authorization and disposition procedures.
• Plan and perform endpoint lifecycle operations, including imaging, provisioning, configuration, and secure decommissioning of workstations, laptops, Chromebooks, and mobile devices.
• Collaborate with members of the IT team, Agency staff, and project teams to troubleshoot issues and contribute to the evaluation and implementation of new systems, procedures, and technology solutions.
• Maintain timely, accurate, and complete records of work performed, including ticket documentation, on-site reports, and incident notes that reflect the actual sequence of events, and resolve user and supervisor questions or feedback on a ticket prior to closure.
• Treat all staff with courtesy and responsiveness, communicate with all affected users on any open issues and ensure users are informed of status on open items without needing to escape.
• Provide on-site support with the flexibility to travel to any Agency location.
• Assist in delivering basic technology training or orientation sessions for new staff as needed.
• Promptly and accurately monitor and update assigned departmental tasks on the team scheduling board to ensure transparency and alignment across the team, notifying a supervisor when an assigned daily task cannot be completed or a tracking tool is unavailable.
• Proactively communicate important updates to users, including system outages, procedural changes, user-impacting updates, and best practices, while offering individualized guidance when appropriate.
• Serve as a subject matter expert (SME) for end-user technology, offering ongoing technical and consultative support to Agency staff.
• Contribute to the development and maintenance of internal knowledge base articles and user guides to support staff self-service and onboarding.
• Respond promptly to urgent requests that impact users’ ability to perform their work, such as but not limited to password resets and hardware failures.
• Be reasonably available outside of standard business hours to help address emergency issues that impact users’ ability to perform their work.
• Oversee the organization and maintenance of the IT storage room, including tracking inventory and replacement parts.
• Evaluate and respond to requests for modifications or enhancements to end-user technology, offering cost-effective and practical solutions.
• Comply with all Agency Information Systems policies, IT Department Operational Standards, and directives from IT leadership, including secure-area access and asset management procedures.
• Complete required time, activity, and expense reporting accurately and by established deadlines.
• Carry out assigned responsibilities while maintaining regular daily tasks in a well-organized, responsive, and detail-oriented manner.
• Perform other duties as assigned by the Director of IT in a timely, efficient, and effective manner.

What We Need From You

• Enthusiasm for working with technology and a commitment to continuous learning.
• Consistently maintains a friendly, professional demeanor and positive, solutions-oriented attitude while working collaboratively with coworkers, vendors, and members of the Information Systems team to resolve issues and support Agency goals.
• Demonstrates empathy, patience, and a service-oriented mindset when assisting users with varying levels of technical knowledge.
• Comfortable managing multiple priorities in a dynamic environment, with the ability to shift focus quickly as needed.
• Minimum of three (3) years of experience in a Microsoft client/server environment, with advanced Windows 10/11 administration and troubleshooting, including imaging and deployment.
• CompTIA A+ or Microsoft endpoint certification preferred.
• At least three (3) years of hands-on experience troubleshooting Dell workstations and mobile devices, including Apple iOS, Android, Windows, and ChromeOS.
• Minimum of one (1) year of experience working with Active Directory, Entra ID, and Microsoft 365.
• At least one (1) year of hands-on experience with endpoint management platforms (Microsoft Intune and/or Google MDM), including device enrollment and policy administration.
• High School Diploma or GED
• Experience setting up and troubleshooting audio-visual equipment, including projectors, TVs, Microsoft Teams Rooms, conferencing systems, microphones, cameras, and presentation technologies is a plus.
• Experience with Ethernet cabling, including running, terminating, and troubleshooting, is preferred.
• Demonstrated understanding of cybersecurity principles, including secure endpoint management, phishing awareness, MFA, device compliance, and protection of sensitive information.
• Willingness and ability to create and maintain user-facing technical and procedural documentation.
• Demonstrated ability to handle sensitive information with discretion and maintain confidentiality.
• Reliable and punctual, with regular and predictable attendance.
• Possession of a valid driver’s license and access to reliable transportation.
• Proficiency in spoken and written English.
• Maturity, cultural sensitivity, and the ability to work effectively with individuals from diverse backgrounds.
• Ability to lift and move items up to 50 pounds, including furniture and other large objects, as required.
• Good manual dexterity and the ability to safely and effectively operate a variety of tools.
• A strong commitment to the mission, values, and goals of the Agency.

Basic Information / Schedule Details

Monday to Friday: 8:30am to 5:00pm.
Pay: $65,000 to $72,000
Location: West Loop Campus- 1140 W Jackson Chicago, IL 60607
For information on benefits please follow this link- https://www.mercyhome.org/working-mercy-home-2/benefits/

Why You Will Love Working Here

At Mercy Home, our commitment to providing the best care for the Youth we serve extends to ensuring our team receives top-of-the-line training and professional development.

We are a Top Workplace as awarded by the Chicago Tribune.

Mercy Home for Boys & Girls is an Equal Opportunity Employer and is committed to Inclusion and Diversity

Visit us at www.mercyhome.org/jobs