IT Support Specialist

Summary

The Information Technology (IT) Specialist provides hardware, software, and network technical assistance and support to PPIL users throughout the state of Illinois.  This position reports to the Director of Information Technology and Systems. 

Essential Functions

1. (50% - Technical Support) Provide technical support to all staff in a hybrid/remote workforce. Support PCs, laptops, hardware, software, printers, desk phone systems, mobile devices, headsets, peripherals/accessories, conference room systems, and online/cloud/SaaS systems. Monitor and manage helpdesk tickets to ensure timely and thorough response.  Develop Knowledge Base content to improve non-IT self-service and IT responsiveness over time. Work directly and effectively with non-IT personnel including executive leadership. Travel to PPIL Health Centers across Illinois as needed to provide on-site support. Support live meetings as well as virtual meeting technologies and events. Support and perform staff-facing training related to cybersecurity and the IT environment. 

2. (40% - Management of IT Environment) Perform installation, bulk deployment, debugging, updates, configuration, troubleshooting, and training. Develop and maintain scripting to automate tasks and improve quality and consistency. Leverage and manage endpoint-management and mobile device management tools to make maintenance efforts as efficient as possible. Perform inventory and auditing to confirm consistent/correct environment.  Help ensure compliance with PPIL’s regulatory obligations. Support and improve cyber-security, system hardening, etc.

3. (10% - Process Improvement, Strategy) Investigate and recommend improvements in processes, policies, configuration, tools, etc. to reduce recurring problems and improve efficiency and cybersecurity.  Create scripting to improve automation and consistency.  Support IT-related strategic planning and budgeting efforts.

 

Other responsibilities: 

Provide after-hours and weekend support when needed. Demonstrate an understanding of and commitment to remain informed about PPIL protocols, policies, and procedures. Demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, equity, inclusion, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers. Other duties as assigned. 

 

Qualifications

Education 

Required: Bachelor’s degree or equivalent relevant professional work experience.

 

Experience

Required: 

Minimum of 3 years professional experience in PC/laptop management, troubleshooting, and/or helpdesk support using a ticketing system.

Strong knowledge of Windows 11.

Experience managing mid-size (150+ endpoints) windows environments over time.

Strong knowledge in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams). 

Experience managing accounts in MS Entra ID (aka Azure AD) and Exchange Online.

Experience with any of the following is also a plus:  

Clinical/healthcare experience, EPIC or similar, HIPAA compliance

PC and laptop cybersecurity/hardening, EDR/XDR management

Working with MSP/MSSP

inTune, MDM, ConnectWise

Scripting in PowerShell, .bat, etc.

Infrastructure and network monitoring/alerting

Lansweeper or similar asset management tool

NIST, CIS, or similar compliance

License management, lifecycle management, destruction management

Meeting room systems, Zoom, Teams meeting hosting and configuring

Ransomware, phishing or other cyber attacks

Backup management and testing

DR planning; incident response planning

Fortinet or other VPN config/mgt

Budgeting and cost management

Email defense systems like Barracuda, Proofpoint, etc. 

 

 

Skills 

Quick learner, critical thinker, problem solver

Customer-service mindset

Integrity

Commitment and work ethic to fully finish a task and proactively confirm it’s completed to satisfaction of all stakeholders.

Physical Demands/Work Environment

While performing the duties of this job, the employee is regularly required to stand, walk, talk, read, see, and hear. The employee is regularly required to use hands and fingers to type, use a phone, handle, feel, or reach. The employee is regularly required to sit. The employee must occasionally lift and/or move up to 25 pounds.  This position is hybrid, requiring three to four days per workweek in the downtown Chicago office and/or on site at one or more Planned Parenthood Health Centers in Illinois.  One or two visits to a Chicago-area Health Centers can be expected most weeks.  Visits to downstate Health Centers are less frequent, perhaps one every other month.  The employee must have their own vehicle and be willing and able to drive to downstate Health Centers. PPIL reimburses for mileage and other relevant travel expenses. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.