End User Support Specialist

Job Description

Position Summary :

The Chicago Community Trust ("the Trust") End User Support Specialist is accountable for tier I / II end user support for the Trust and will provide technology device and end user application support at the Trust office. End User Support Specialist will serve as a liaison between the Innovation & Technology ("I&T") team, the Talent (HR) team, and Trust staff for all tier I / II technology and application issues. The End User Support Specialist will be required to monitor help requests via ticket system, ask relevant questions, and gather information for issues covering a variety of technology device and application questions, and will engage with the appropriate vendors and subject matter experts to ensure issues are resolved in a timely manner. Proactive inquiry with Trust staff to uncover user issues and timely updates to the Trust Team on any open issues is critical to the success of this role.

This position is an in-person support role for all I&T hardware and audio-visual that are mission critical. On-site presence will be required for high-level meetings. On the job training will be provided for this hybrid role.

Position Responsibilities :

• Troubleshoot Windows and Mac OS end user issues and ensure end points are up to date with latest OS patches. Stay up to date with MDM technologies such as Jamf and Microsoft Intune MDM's.
• Provide Tier I / II hardware support for devices such as laptops, monitors, copiers, secure print and more. Support is primarily provided in-person with some over the phone or over chat support via Microsoft Teams as needed.
• Troubleshoot application issues for M365 suite, Zoom, Adobe Creative Cloud and other Trust approved applications.
• In coordination with HR, set up new hire and intern devices in a timely fashion.
• Assist the Technology Training and Coordination Analyst with onboarding new hires and interns. This includes training new hires and interns on the use of M365 suite products and features such as Outlook, Teams, Bookings, Planner, One note and more.
• Escalate technology issues for devices, copier, secure print, application tickets (triage) in a timely manner when unable to resolve an issue.
• Owns asset management and document assets using Trust asset tracking application.
• Engage and update the Trust staff and others impacted parties during technical problem resolution periods that impact end users such as Teams and Outlook outages.
• Coordinate with vendors regarding toner orders, copier / printer and postage machine support.
• Assist the IT Operations Specialist with internal software request process.
• Attend and contribute in the Trust's Tech Committee and Security Check Ins.
• Provide guest / visitor support for access and setup needs.
• Assist the Audio Visual Support Specialist with meeting support for the Trust staff needing assistance in the Trust's conference rooms such as displaying their device, Teams / Zoom calls, and more.
• Other duties as assigned by the Director, Infrastructure and Security.

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Experience and Skills

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Position Qualifications :

Diversity, Equity, and Inclusion are fundamental to achieving our impact

The Chicago Community Trust's vision is a Chicago region where equity, opportunity, and prosperity abound. We acknowledge the specific role discrimination and systemic barriers based on race, ethnicity, and other varied identities and differences have played in limiting opportunities for too many. A commitment to Diversity, Equity, and Inclusion is at the core of who we are, the decisions we make, and the actions we take in our work to strengthen the communities we serve and advance our strategic focus to close the racial and ethnic wealth gap.

The History of The Chicago Community Trust

The Chicago Community Trust was founded in 1915 by Norman and Albert Harris, father and son duo of the Harris Trust and Savings Bank (now BMO Harris Bank). The Trust was the fourth community foundation ever created. There are now 750 community foundations in Canada and the U.S.

As our region's community foundation, the Trust unites generous donors, committed nonprofits and caring residents to effect lasting change that moves our entire region forward. Our approach centers on tackling the region's immediate needs and addressing the root causes of deep-seated issues to realize a more prosperous future for all who call metropolitan Chicago home.

For more than 100 years, donors have entrusted their philanthropic resources and visions to our stewardship. Guided by our deep knowledge of the community, we fund, lead, convene and collaborate to address the greatest and most critical needs facing the Chicago region. From the $22 million raised to help with unemployment relief in the Great Depression to spearheading an effort to help people keep their homes during the foreclosure crisis of the Great Recession to $35 million raised for the Chicago Community COVID-19 Response Fund, which supported nonprofits serving our most vulnerable neighbors, Chicagoans have put their trust in us.

In 2019, we announced we would focus our discretionary spending over the next decade on working to close Chicago's growing racial and ethnic wealth gap. The Trust envisions a Chicago region that's stronger and more prosperous because everyone-regardless of race, ethnicity, or zip code-has equitable access to the opportunities and resources they need to succeed and live a fulfilling life.

With assets of more than $4.5 billion, the Trust, in partnership with its donors, distributes more than $1.6 billion in grants each year. The Trust Team seeks to match the passion and commitment of donors, grant recipients, residents, and community leaders that continue to work tirelessly to make the Chicago region one where all have the opportunity to realize their dreams.

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