IT Support Specialist
Summary
Provides day-to-day hardware, software, and network support to Planned Parenthood of Illinois staff in a hybrid/remote workforce — handling helpdesk tickets, endpoint/MDM management, Microsoft 365 and Entra ID administration, security hardening, and occasional on-site visits to health centers across Illinois. Core tech includes Windows 11, Microsoft 365, Azure AD/Entra ID, Exchange Online, and Pow
Summary
Essential Functions
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(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.
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(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.
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(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:
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Minimum of 3 years professional experience in PC/laptop management, troubleshooting, and/or helpdesk support using a ticketing system.
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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.
- 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.
Just a few of the Benefits enjoyed by PPIL employees...
- Company-subsidized premiums on Medical, Dental, and Vision Insurance
- Up to 12 weeks Paid Parental Leave for eligible emplpyees
- Generous Paid Time Off (PTO) and paid holidays
- Mission-focused work
- 401k with employer matching
- 100% company-paid Life Insurance
- 100% company-paid Short- and Long-Term Disability Coverage
- Robust Employee Assistance Program
- Professional Development awards and opportunities
- Flexible Spending Accounts
- Free Medical Services at PPIL
- Pet Insurance
Skills
As published by lever · 23 questions · 7 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Other website
Short answers (2)
- Date available to begin work:
- Salary Requirement: optional
Pick from a list (14)
- Available for: optional
- How did you hear about this position? optional
- If hired, would you have a reliable means of transportation to and from work?
- If you are under 18 years of age, can you provide required proof of your eligibility to work?
- Are you legally authorized to work in the United States? (If hired, a Form I-9, Employment Eligibility Verification, must be completed at the start of employment.)
- Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)?
- Have you ever worked for Planned Parenthood before?
- I certify that all statements made in this application are true and complete to the best of my knowledge. I understand that any offer of employment is contingent upon satisfactory proof of identity and legal authorization to work in the U.S. I understand that an offer of employment is contingent upon successful completion of a background check by an authorized third party. Planned Parenthood of Illinois (PPIL) is a drug free workplace. I understand that, if hired, I am required to abide by all policies and protocols of PPIL. This application for employment shall be considered active for a period of time not to exceed one (1) year. Any applicant wishing to be considered for employment beyond this time period should inquire as to whether or not applications are being considered at that time. I understand that nothing contained in this employment application or in the granting of an interview is intended to or will create an employment contract between PPIL and myself for either employment or for the provision of any benefits. No promises regarding employment or duration of employment have been made to me and I understand that no such promise or guarantee is binding upon PPIL unless made in writing by an officer of PPIL specifically authorized to make such promises. If an employment relationship is established, I understand that my employment will be “at will” and that I have the right to terminate my employment at any time and that PPIL retains the right to terminate my employment without notice, with or without cause. I authorize PPIL to contact my present and past employers, schools, references and other sources deemed appropriate to consider my application. I hereby release anyone so authorized, PPIL and any third party, from any and all liability for issuing, receiving, or using any such information. All facts stated in the application are open for investigation. I represent that all statements made by me on this application and any other application materials are true. I further represent that I have not omitted or failed to disclose any requested information. I understand that any material omission, or statement of false or misleading information given in my application, resume, cover letter, references, other supporting documents, or interview(s) may result in the denial of a job offer or in the termination of my employment.
- Are you familiar with the services that Planned Parenthood provides? Are you aware and comfortable that PPIL provides abortion care services? optional
- How many years of professional experience do you have providing remote support and management to significant end points (150+)?
- How many years of professional experience do you have supporting Windows 11 environments?
- Are you able to work in a hybrid capacity from PPIL’s Chicago office?
- Are you comfortable traveling to one of our health centers once per week, including traveling to Downstate once per month?
- Do you have the ability to drive for work-related purposes?
Written answers (7)
- If yes, please give dates and locations. optional
- List all computer programs that you can use proficiently:
- List all languages, other than English, in which you are conversant/fluent:
- List any other relevant skills, abilities, and/or certifications:
- List any relevant licenses [including number & expiration date]: optional
- Please provide four (4) professional references. NOTE: All references must be work related, and a minimum of two current or former supervisors. [Name, Title, Company, Phone, Email, Relationship to You, Years Known]
- Why are you interested in working for Planned Parenthood?