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IT Service Desk Analyst
2 months ago
For over 50 years, Legal Aid Chicago has provided free civil legal assistance to people living in poverty in metropolitan Chicago. Each year our attorneys, volunteers, and staff help resolve civil legal problems, including domestic violence, consumer fraud, and unfair evictions. Legal Aid Chicago was founded on the philosophy that all individuals are entitled to quality civil legal representation, regardless of their income. We work to ensure that poverty is not an impediment to justice by dismantling the legal barriers that perpetuate inequality. Legal Aid Chicago staff live our mission through our core values of equity, excellence, inclusion, kindness, and respect.
Position: Legal Aid Chicago seeks a full-time IT Service Desk Analyst. This position, under the direction of the Technology Trainer and Service Desk Manager, is responsible for assisting with and resolving requests and incidents. The IT Service Desk Analyst assists users with any issues involving their computer hardware, communications software, or computer applications. Duties include responding to customers, determining the cause of computing issues, and fixing technical problems.
Responsibilities:
Service Desk Requests and Incidents
- Assist with providing Help Desk functions for staff – creating and responding to tech support requests via telephone, email and support system.
- Assess problems with user hardware or software up to and including applying software updates, replacing hardware (CPUs, displays, etc.).
- Maintain proficiency with all equipment, computer hardware, and software necessary to perform the duties of the position.
- Assist other Service Desk staff and System/Network Administrators with providing help desk functions, e.g. answering staff questions and solving complex computer problems.
Departmental Policies & Procedures
- Document processes and procedures, training materials, network and system design, etc.
Network & System Administration
- Day to day network administration, e.g. creation/deletion of accounts, permissions, license assignment, etc.
- Assist with managing and troubleshooting all network servers, such as domain controllers, file, database, and other application servers.
- Assist with managing and troubleshooting all telephony systems including fax and voicemail.
- Assist in troubleshooting email and other electronic communications systems, from back-end mail flow to the end-user client.
- Assist in operating, maintaining, and monitoring networking equipment, such as routers, firewalls, switches, and gateway security devices.
- Assist with performing routine reports on system health and usage, with recommendations as appropriate.
Perform other such duties reasonably related to the functions of the IT Service Desk staff, System/Network Administrators and as may be assigned from time to time by IT management.
Salary and Benefits:
This position is part of the National Organization of Legal Services Workers, UAW Local 2320. The Collective Bargaining Agreement sets employment terms and compensation is determined by the CBA salary scale, based on paid experience.
The IT Service Desk Analyst position begins at $57,240 and increases for every relevant year of experience.
Legal Aid Chicago offers a comprehensive benefits package, including:
- Medical, dental, and vision insurance, effective the first day of employment
- Time Off: 15 vacation days and 18 sick days accrued within the first year of employment
- 19 paid holidays, including four (4) floating holidays
- Twelve weeks of Paid Parental Leave at 100% of the salary after six months of employment
- 403(b) retirement plan with an employer contribution after one year of employment
- $50,000 Basic Life and Accidental Death & Dismemberment insurance, at no cost
- Access to Employee Assistance Program resources, at no cost
- Monthly internet reimbursement
- Legal Aid Chicago is a 501(c)(3) non-profit and is an eligible employer for the federal public service loan forgiveness program
Requirements
- Bachelor's Degree preferred.
- 4+ years of experience in a user and systems support role.
- Customer-service experience with a problem-solving attitude
- Solid technical background with an ability to give instructions to a non-technical audience.
- Understanding of Active Directory, Exchange, Microsoft/Office 365 and Azure AD.
- Experience with Intune/Autopilot desired.
- Ability to respond to help desk escalations in a professional and courteous manner.
- Experience presenting to large groups in an in-person and remote environment.
- Exceptional organizational skill with strong attention to detail.
- Excellent written and verbal communications skills.
- HDI / ITIL 4 Certifications preferred.
Legal Aid Chicago offers a hybrid work environment. Our office, located in downtown Chicago at 120 S. LaSalle Street, is ADA accessible and has convenient access to public transportation and local expressways. This position may require travel to court or other outreach events.
