Help Desk Coordinator (HMIS)
Description

TITLE: Help Desk Coordinator 

REPORTS TO: Manager/Sr Manager of Information Services 

STATUS: Non-Exempt, full-time, hourly

LOCATION: Chicago, Illinois


About All Chicago

All Chicago’s mission is to unite our community and resources to provide solutions that ensure and sustain the stability of home.  On any given night, nearly 6,000 Chicagoans do not have a place to call home. These are our neighbors and together we can ensure that we all have stable homes

.  

All Chicago prevents and ends homelessness through emergency financial assistance, community partnerships, data analytics, and training and research. We strengthen our community’s collective efforts to prevent and end homelessness, guided by a vision of impact, influence, and inspiration. As our name implies, All Chicago brings together homeless service providers, non-profit partners, donors, and people with the lived experience of homelessness in a strategic effort to make homelessness history in Chicago.


All Chicago manages the Homeless Management Information System (HMIS), a system which manages data on Chicagoans experiencing, or at risk of, homelessness and the services they receive. Our team supports more than 1000 individuals with training, helpdesk services, and running and interpreting reports. Chicago also leverages this data to drive allocation decisions, set strategy and policy, and monitor progress toward ending homelessness.


We bring a sense of collaboration to our work and actively seek solutions through partnership. Come work with passionate, like-minded colleagues in a supportive environment as we help end homelessness. Learn more at www.allchicago.org.


The Help Desk Coordinator is a public-facing role that provides frontline technical and user support. The Help Desk Coordinator will also perform some system administration, reporting, and user training appropriate to the scope of system and application knowledge and skills attained.


Position responsibilities and work volume will be established and evaluated through ongoing supervision, annual reviews, and the development of an annual professional development plan.

Requirements

Specific Responsibilities:

Helpdesk technical and user navigation assistance – approximately 70% of the job

  • Manage tickets in the Helpdesk system to ensure proper status, categorization, and resolution of tickets
  • Monitor and respond quickly and effectively to requests received through the helpdesk
  • Interact professionally and cordially with users to address their concerns and issues
  • Create step-by-step Help Desk articles for users
  • Provide technical assistance and support for incoming concerns and issues
  • Document internal procedures
  • Ask educated questions and listen to customers to determine root cause of issues
  • Work through the problem-solving process with customers, empowering them to do the same in the future
  • Assist in identifying significant and recurring issues to management for review
  • Escalate tickets to expedite resolution as required
  • Work effectively with application vendor to understand system and resolve issues.
  • Complete training sessions, attend conferences, and be self-directed in learning the system, agency, and community needs to continuously improve quality and effectiveness of support
  • Provide support for standard system reporting

System Administration, Reporting, Training – approximately 20% of the job

  • Add and maintain user accounts and licenses as required and directed
  • Perform other system administration duties as needed and directed.
  • Create training and reference material for users
  • Conduct training and seminars for users
  • Create and maintain custom reports as required and directed

Other duties – approximately 10% of the job

  • Support other functions on the team
  • Actively participate in department and agency meetings
  • Communicate effectively with management, peers, and partners in written, oral, video, and in-person communications
  • Understand agency and departmental goals and priorities and utilize resources effectively.
  • Other duties as assigned.

Qualifications:

Successful candidates will demonstrate commitment to preventing and ending homelessness in Chicago along with the following:

  • BS/BA in IT, Computer Science, or related field or equivalent experience
  • Two years experience as a Help Desk Technician or other customer service role
  • Ability to diagnose and resolve software application issues
  • Excellent communication skills
  • Attention to detail, ability to identify patterns, and interest in problem-solving
  • Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities
  • Facility with Microsoft products including Excel, Word, PowerPoint, Outlook, and SharePoint


Work Environment

  •  All Chicago's normal business hours are 9am to 5pm. We are currently working entirely remotely and will transition to a hybrid remote/in-office work setting in the future. We will consider accommodations.  
  • All Chicago values a diverse workplace and strongly encourages women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. All Chicago is an equal opportunity employer and seeks to employ qualified individuals based on individual merit. All Chicago does not discriminate against any individual with respect to the terms and conditions of employment based on that individual’s race, sex, age, religion, color, national origin, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, housing status, or any other non-merit factor protected under state, local or federal laws. Equal Employment Opportunity applies to all personnel actions such as recruiting, hiring, compensation, benefits, promotions, training, transfer, termination, and opportunities for training. All Chicago is committed to a fair and equitable workplace where everyone is a respected and valued member of the team.

COMPENSATION:

Salary is $44,770 -- $59,400, commensurate with experience. Comprehensive benefits package (with some employee contributions) includes medical, dental, vision insurance, and disability. Employer-matched retirement plan. Generous paid leave.


 To Apply: 

Please submit cover letter, resume, and salary range requirement.