Information Technology Specialist

JOB DESCRIPTION

INFORMATION TECHNOLOGY SPECIALIST

Under the direction of the IT Manager and in collaboration with the Business Operations and Intelligence team, the Information Technology (IT) Specialist provides direct hardware, software, and network technical assistance and support to PPIL users throughout the state of Illinois.

Essential Functions:

1. Perform regular PC configuration and maintenance including, but not limited to, running utilities, troubleshooting hardware, inventorying hardware, and conducting file maintenance changes when needed.

2. Perform configurations of new Windows-based desktops and laptops and installation of pre-assigned software.

3. Assist in supporting the agency’s client management system (CMS), as well as general office applications, including the Microsoft Office Suite.

4. Provide Helpdesk support to all PPIL staff, including remote software installation, troubleshooting, and training.

5. Keep track of all incidents via the current ticketing system while simultaneously creating a knowledge base that will assist in remediating previously experienced issues; follow up on issues and pending items expeditiously and escalate technical issues as appropriate.

6. Responsible for network administration and support of the company's LAN & WAN, analyzing PC requirements, providing technical support relating to system software and hardware

7. Perform regular computer maintenance functions including but not limited to: running utilities, troubleshooting hardware, performing virus checks, installing patches and upgrades, and facilitating network backups

8. Demonstrate an understanding of and commitment to remain informed about PPIL protocols, policies, and procedures.

9. Demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, diversity, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers.

Other Duties:

1. Provide excellent customer service and support for all PPIL users.

2. Conduct service requests in person, over the telephone, and via e-mail.

3. Provide after-hours and weekend support when needed.

4. Deliver and ship PPIL-owned PC equipment to all HC locations throughout the state of Illinois.

5. Other duties as assigned.

Physical Demands:

The physical demand characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, talk, read, see, and hear. The employee is frequently required to use hands and fingers to type, handle, or feel and reach. The employee is regularly required to sit. The employee must occasionally lift and/or move up to 25 pounds.

Supervisor: IT Manager

Status: Full-time, non-exempt from the overtime provisions of federal wage and salary administration policies.

Grade: 8

Qualifications:

Education: Bachelor’s degree preferred or equivalent in relevant work experience.

Experience:

Required: Minimum 2-year full-time experience in PC troubleshooting or helpdesk support. Knowledge in Microsoft 365 (Word, Excel, PowerPoint, Access, Outlook, Teams, Sharepoint). In-depth knowledge of, Windows 10, Windows 11, Windows 2016 Server OS or higher, RDP, Active Directory, MS Exchange Server 2019, and basic understanding of IP phone systems.

Preferred: Experience in a healthcare setting preferred. EPIC or comparable EMR software is a plus. Azure experience or Entra ID also a plus.

Professional Qualities: Motivated self-starter and fast learner with a high degree of personal discipline. Excellent problem-solving and critical thinking skills. Effective written and verbal communication and active listening skills including the ability to communicate with diverse groups of people. Patience, initiative, and ability to work under minimal supervision are required. Interest in and desire to expand knowledge of computer and information systems required. Ability and willingness to travel among sites and work evening and weekends as necessary. Commitment to the mission and core values of Planned Parenthood of Illinois.

Must have a car and be willing to travel throughout Illinois to all PPIL sites. Occasional work after normal business hours is required. PPIL reimburses for mileage and other relevant travel expenses.

Planned Parenthood works affirmatively to include diversity among its workforce and does not discriminate in the selection of its staff based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or any other characteristic protected under federal, state or local law. We know that BIPOC and women identifying candidates are less likely to apply to jobs unless they meet every requirement. Please do not be deterred if your past experience doesn’t align perfectly with every qualification in the job posting.