IT Help Desk Level I - Float

• Mission: Rooted in LGBTQ+ liberation, Howard Brown Health provides affirming healthcare and mobilizes for social justice. We are agents of change for individual wellbeing and community empowerment.

• Vision: Howard Brown Health envisions a future where healthcare and transformative social policies actualize human rights and equity for all.

• Community-based health clinics in some of Chicago's most underserved neighborhoods

• The largest LGBTQ health provider in the Midwest

• Latinx inclusive community based on respect, equal opportunity, and appreciation of diversity to provide the culturally competent support and services within Howard Brown Health.

What is in it for you:

• A commitment to work-life balance with:

• 3-weeks paid vacation and 1-week of personal time

• 12 accrued sick days per year

• 9 paid holidays, including Juneteenth

• PTO Exchange allows employees to turn unused PTO into liquid assets

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.

• BCBS HMO, PPO, and PPO Select Plans

• HMO premium = $ 34.40 /month

• BCBS Dental premium = $ 13.00/month

• EyeMed Vision premium = $ 6.52/month

• 401k program with up to 5% employer match after 90 days = $1,700+

• Employer-paid basic life insurance valued at one times the annual salary

• Voluntary Life and AD&D, and Short-term and Long-term disability

• Up to $720 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

How you will make an impact:

• 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 escalate 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

What you will bring to Howard Brown Health:

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.