IT Service Desk Specialist - Chicago, IL

Are you looking to find personal and professional fulfillment, and align your career with your values? 

At Gateway Foundation, our employees have an opportunity to make a difference every day by helping people with substance abuse issues gain control of their lives.

Gateway Foundation is a recognized non-profit leader in evidence-based treatment proven to get results. Our experts in Addiction Medicine—including highly educated clinical and medical professionals and expert psychiatrists and nurses—deliver care that never stops. Throughout Gateway’s proud history of helping others, dedicated and professional employees have been vital to accomplishing our life-saving mission.

If you are a collaborative professional who shares our commitment to helping people with substance abuse and mental health issues turn their lives around – GATEWAY IS THE PLACE FOR YOU! 

IT SERVICE DESK SPECIALIST RESPONSIBILITIES:

• Administers support to users by identifying scope of and prioritizing user issues. Resolves issues in accordance with department procedures. Follows-up with users to ensure resolution of issues and customer satisfaction.
• Monitors and maintains daily contacts using the appropriate logging system. Installs patches and upgrades to system. Prepares utilization reports to identify usage and operating problems, trend analyses, and customer satisfaction results.
• Functions as administrator of Local Area Network (LAN)/Wide Area Network (WAN) and email systems by adding new users, troubleshooting operating and email systems, assigning passwords, and assigning appropriate security access rights to system resources.
• Installs and assists with the installation of windows based software and the re-imaging of personal computers. Assists with the creation of master images.
• Installs, configures and maintains workstation and hub hardware, and peripheral components in accordance with installation specifications and operating procedures.  Manages the procurement and inventory of all personal computers, servers, switches/hubs and telephone systems in the organization.
• Loads, configures, and maintains various software packages.  Tests and documents software and verifies correct operation; and ensures proper peripheral equipment configuration and connection.
• Conducts hardware repairs and or coordinates vendor repairs for equipment under warranty.
• Provides basic support to the organization’s clinical system within appropriate security rights.  Resolves user problems with system access, as well as problems with Electronic Health Record data and procedures.
• Coordinates technical operations, system maintenance and user support for telephone and call accounting systems.
• Participates and provides assessment and input in various departmental projects; in addition to carrying out specific functions related to project completion.
• Participates in the after hours rotation for one week, every 6-8 weeks. During the rotation, provides support and offers problem resolution to users that may contact the Service Desk outside of normal business hours.  After hours schedule begins on Monday at 4:30 pm and ends on Monday at 4:30 pm. of the following week.
• Keeps current regarding trends and developments in computer technology, network security, software and enhancements.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• In-depth knowledge of personal computers, local and wide area networks, and telephone systems, at a level normally acquired through a Bachelor’s degree in Computer Science, Information Systems or a closely related field. 
• Experience with computer operating systems (such as Microsoft Windows), Active Directory Services, Incident Management ticketing systems, and Microsoft Office Suite; networks and email administration in order to install, configure, and support network applications; as is normally acquired through six to twelve months related work experience or post high school training in computer technology. 
• Analytical abilities necessary to prioritize customer inquiries, resolve technical problems, prepare and audit data and reports, identify hardware or software problems, evaluate performance of hardware and software, and escalate complex issues to the appropriate staff.
• Critical thinking skills necessary to troubleshoot and resolve issues independently; and to seek additional assistance when needed. (i.e. other staff, management, resources etc).
• Interpersonal skills required to provide courteous service and effectively communicate with a diverse group of internal and external customers. Incumbent will need to have advanced customer service skills necessary to take ownership and responsibility of issues and follow issues through to successful resolution.
• Ability to travel to various locations and Centers in order to resolve technical problems.

PHYSICAL REQUIREMENTS

• Ability to communicate with others in person by telephone, or by email in order to gather and exchange information.
• Ability to use a keyboard and video monitor to enter, retrieve, and/or audit information and data; and system instructions and software commands.
• Manual dexterity to use small hand tools for minor repairs, and to fix and adjust cable and wire connections.
• Ability to lift 30-40 lbs. in order to lift and work with hardware and software (i.e. lifting monitors, assist in set-up of PCs).
• Ability to proofread and verify data from printed forms and computer monitor display.

Competitive Compensation and Benefits: 

Gateway Foundation values its employees and provides an inclusive and diverse work environment where dedicated employees can make a difference. We are committed to engaging and rewarding our employees in meaningful ways. For eligible employees, we provide a Total Rewards Package that includes:

• Health Insurance - Including a wellness premium incentive opportunity
• Dental & Vision Insurance
• Paid Time Off - Including 18 days of PTO and 9 paid holidays in the first year
• Flexible Spending Accounts and Health Saving Account
• Commuter Accounts
• 403(b) Retirement Plan with company match 
• Life and AD&D Insurance
• Short Term Disability (STD) and Long-Term Disability (LTD)
• Employee Assistance Program (EAP)
• Gateway is a qualified employer for Public Service Loan Forgiveness (PSLF)
• Tuition Reimbursement
• Training & Development Programs

Gateway Foundation is an Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets. Please view Equal Employment Opportunity Posters provided by OFCCP here.