Join our team today! At Mercy Home for Boys & Girls, we are dedicated to empowering Youth, fostering hope, and creating brighter futures. Our mission is to be advocates, educators, coaches, and role models for the Youth we serve. We strongly believe that every young individual deserves a chance to thrive and reach their full potential. 

As one of the Top 100 Places to Work in Chicago according to the Chicago Tribune for the past 13 consecutive years, Mercy Home prides itself on prioritizing the growth and well-being of our team. We provide comprehensive training as well as ongoing professional development opportunities throughout your time here.

If you're passionate, driven, and dedicated to making the world a better place, then we want you on our team. The committed workers at Mercy Home provide healing, guidance, and opportunity to young men and women in need. 

How You’ll Make an Impact: 

You will play a vital role in ensuring that all Agency staff have reliable access to the technology tools they need to serve our mission. This position is responsible for supporting end users with a wide range of IT-related issues and for maintaining the functionality of user-facing technology, including, but not limited to, workstations, laptops, Chromebooks, printers, and mobile devices. The role also owns hands-on endpoint lifecycle work, including device imaging and provisioning, MDM administration, and coordinated hardware rollouts and refreshes across Agency locations. 

Working collaboratively with the Information Systems (IS) team, the Endpoint Support Specialist helps manage and support endpoint devices connected to the Agency’s various networks. This role also contributes to the planning and implementation of new systems and ensures that all users follow established IT procedures and best practices.

In this Role, you will:

• Monitor and respond to user      requests through the IT ticketing system, ensuring timely and effective      resolution of technology-related issues in line with established SLAs      involving Agency-supported endpoint devices. 
• Maintain accurate asset inventory      throughout the lifecycle in accordance with Agency authorization and      disposition procedures. 
• Plan and perform endpoint lifecycle      operations, including imaging, provisioning, configuration, and secure      decommissioning of workstations, laptops, Chromebooks, and mobile devices. 
• Collaborate with members of the IT      team, Agency staff, and project teams to troubleshoot issues and      contribute to the evaluation and implementation of new systems,      procedures, and technology solutions. 
• Maintain timely, accurate, and      complete records of work performed, including ticket documentation,      on-site reports, and incident notes that reflect the actual sequence of      events, and resolve user and supervisor questions or feedback on a ticket      prior to closure. 
• Treat all staff with courtesy and      responsiveness, communicate with all affected users on any open issues and      ensure users are informed of status on open items without needing to      escalate. 
• Provide on-site support with the      flexibility to travel to any Agency location. 
• Assist in delivering basic      technology training or orientation sessions for new staff as needed. 
• Promptly and accurately monitor and      update assigned departmental tasks on the team scheduling board to ensure      transparency and alignment across the team, notifying a supervisor when an      assigned daily task cannot be completed or a tracking tool is unavailable. 
• Proactively communicate important      updates to users, including system outages, procedural changes,      user-impacting updates, and best practices, while offering individualized      guidance when appropriate. 
• Serve as a subject matter expert      (SME) for end-user technology, offering ongoing technical and consultative      support to Agency staff. 
• Contribute to the development and      maintenance of internal knowledge base articles and user guides to support      staff self-service and onboarding. 
• Respond promptly to urgent requests      that impact users’ ability to perform their work, such as but not limited      to password resets and hardware failures. 
• Be reasonably available outside of      standard business hours to help address emergency issues that impact      users’ ability to perform their work. 
• Oversee the organization and      maintenance of the IT storage room, including tracking inventory and      replacement parts. 
• Evaluate and respond to requests      for modifications or enhancements to end-user technology, offering      cost-effective and practical solutions. 
• Comply with all Agency Information      Systems policies, IT Department Operational Standards, and directives from      IT leadership, including secure-area access and asset management      procedures. 
• Complete required time, activity,      and expense reporting accurately and by established deadlines. 
• Carry out assigned responsibilities      while maintaining regular daily tasks in a well-organized, responsive, and      detail-oriented manner. 
• Perform other duties as assigned by      the Director of IT in a timely, efficient, and effective manner. 

What we need from you:

• Enthusiasm for working with      technology and a commitment to continuous learning. 
• Consistently maintains a friendly,      professional demeanor and positive, solutions-oriented attitude while      working collaboratively with coworkers, vendors, and members of the      Information Systems team to resolve issues and support Agency goals. 
• Demonstrates empathy, patience, and      a service-oriented mindset when assisting users with varying levels of      technical knowledge. 
• Comfortable managing multiple      priorities in a dynamic environment, with the ability to shift focus      quickly as needed. 
• Minimum of three (3) years of      experience in a Microsoft client/server environment, with advanced Windows      10/11 administration and troubleshooting, including imaging and      deployment. 
• CompTIA A+ or Microsoft endpoint      certification preferred. 
• At least three (3) years of      hands-on experience troubleshooting Dell workstations and mobile devices,      including Apple iOS, Android, Windows, and ChromeOS.  
• Minimum of one (1) year of      experience working with Active Directory, Entra ID, and Microsoft      365. 
• At least one (1) year of hands-on      experience with endpoint management platforms (Microsoft Intune and/or      Google MDM), including device enrollment and policy administration. 
• High School Diploma or GED 
• Experience setting up and      troubleshooting audio-visual equipment, including projectors, TVs,      Microsoft Teams Rooms, conferencing systems, microphones, cameras, and      presentation technologies is a plus. 
• Experience with Ethernet cabling,      including running, terminating, and troubleshooting, is preferred. 
• Demonstrated understanding of      cybersecurity principles, including secure endpoint management, phishing      awareness, MFA, device compliance, and protection of sensitive      information. 
• Willingness and ability to create      and maintain user-facing technical and procedural documentation. 
• Demonstrated ability to handle      sensitive information with discretion and maintain confidentiality. 
• Reliable and punctual, with regular      and predictable attendance. 
• Possession of a valid driver’s      license and access to reliable transportation. 
• Proficiency in spoken and written      English. 
• Maturity, cultural sensitivity, and      the ability to work effectively with individuals from diverse      backgrounds. 
• Ability to lift and move items up      to 50 pounds, including furniture and other large objects, as      required. 
• Good manual dexterity and the      ability to safely and effectively operate a variety of tools. 
• A strong commitment to the mission,      values, and goals of the Agency. 

Basic Information / Schedule Details

Monday to Friday: 8:30am to 5:00pm.

Pay: $65,000 to $72,000

Location: West Loop Campus- 1140 W Jackson Chicago, IL 60607

For information on benefits please follow this link- https://www.mercyhome.org/working-mercy-home-2/benefits/

Why You Will Love Working Here:

At Mercy Home, our commitment to providing the best care for the Youth we serve extends to ensuring our team receives top-of-the-line training and professional development. 

We are a Top Workplace as awarded by the Chicago Tribune.

Mercy Home for Boys & Girls is an Equal Opportunity Employer and is committed to Inclusion and Diversity

Visit us at www.mercyhome.org/jobs