IT Help Desk Technician – Tier 1 Support

Shirley Ryan AbilityLab

Chicago, Northern (IL, KY)

Hybrid

USD 28,000 - 41,000

Full time

5 days ago

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Job summary

Shirley Ryan AbilityLab in Chicago, IL, is seeking a Help Desk Specialist to provide Tier 1 end-user support for hardware and software, including installations, account setup, and basic troubleshooting in a fast‑paced healthcare IT environment. The role emphasizes superior customer service, teamwork and the ability to work independently, with travel to SRAlab remote sites in the Chicagoland area.

A High School degree and 3 years of support experience are required; A+ certification is preferred.

Qualifications

High School Degree required, A+ certification preferred.
Minimum of 3 years of network/application support experience required.
Superior customer service skills.
Experience trouble shooting PCs and printers in a client server environment required.
Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook).
Experience with Cerner and Microsoft Great Plains desirable, but not required.
Familiarity with healthcare delivery processes a plus.
Ability to work effectively and responsibly in a team or independently.
Ability to read, understand and implement established procedures.
Ability to drive to SRAlab remote sites in the Chicagoland area to provide end-user support.
Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.

Responsibilities

Provide first tier end-user support via telephone in ACD Help Desk Environment.
Provide face‑to‑face support to end-users as directed by the Manager, IS Operations.
Resolve end users IS technology issues.
Install hardware, software and peripherals, troubleshooting basic hardware and software problems.
Document user interactions per established procedures.
Manage and document resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured.
Recommend system and process modifications to reduce user problems and improve customer service.
Prepare status reports for all work performed per established routines and procedures.
Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.