IT Help Desk Level I

Howard Brown Health; Chicago (IL); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k with employer match

Paid time off

Tuition reimbursement

Employee assistance program

Commuter benefits

Discounts at Brown Elephant

Life insurance

Job summary

Howard Brown Health in Chicago, IL seeks an IT Help Desk Support Level I to provide enterprise-level first-line support for staff. You will diagnose hardware/software issues, document solutions, and ensure timely resolution with excellent customer service.

You will register and manage tickets, escalate complex problems, contribute to the knowledge base, and collaborate with IT Leadership to improve processes across all Howard Brown Health locations.

Qualifications

• Associates degree required.
• 0-2 years in a technical support/IT helpdesk role required.
• Familiarity with remote desktop/support apps and helpdesk software preferred.
• Strong communication and teamwork skills essential.

Responsibilities

• Provide first level IT support via phone, chat, or ticketing system.
• Log and track tickets in the IT Help Desk system and follow up.
• Resolve standard IT problems and escalate complex issues as needed.
• Follow directions from IT leadership to determine best solutions.
• Maintain the knowledge base and participate in Change Control processes.

Skills

Remote desktop

Office 365

Multitask

Communication

Team building

End user support

Professional growth

Education

Associates degree in technology or related field

Tools

Helpdesk software

Remote desktop tools

Job description

HBH Sheridan.
4025 N Sheridan Rd
Chicago, IL 60613, USA

Description

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.
• Contribute to groundbreaking health initiatives and research.
• 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
• 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 elevate 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.