Technical support administrator

at City of Chicago Office of Inspector General in Chicago, Illinois, United States

Job Description

Under the guidance of the chief data and information analyst, this position provides Tier 1 and Tier 2 technical help desk support, and assists in maintaining and administering IT hardware, software, communications devices, backups, and related networks.

DUTIES:

• Fields and logs all incoming technical support requests from end-users for tracking and troubleshooting
• Engages with department users and documents all pertinent end-user identification information and nature of problem or issue
• Troubleshoots Tier 1 software and hardware problems (e.g., setting up e-mail, usernames, and passwords; operating personal computers and software) and refers more complex problems
• Prepares training materials and instructs users in the operation of new or upgraded software applications
• Sets up and configures office desktops, laptops, computer hardware, printers, mobile devices and peripheral equipment
• Maintains inventory of IT hardware and software assets and mobile devices
• Assists in application administration for the OIG’s case management system

MINIMUM QUALIFICATIONS:

• One (1) year of experience in performing technical support functions, OR
• Fifteen (15) semester hours in computer sciences or information technology/systems, OR
• Graduation from an accredited college with an associate’s degree or technical institute degree/certificate in computer science or information systems

Preferred Qualifications:

• Associate or bachelor’s degree or equivalent work experience and certifications
• Windows Server and Desktop OS experience (Windows 10, Windows Server 2016/2019)
• Office 365 administration experience
• Mobile device support and management experience
• Remote support experience
• Local area/wide area communications network experience
• Hardware and software installation, configuration procedures and techniques experience
• Growth oriented individual

SKILLS AND ABILITIES:

• Strong work ethic and professionalism
• Excellent written and oral communication
• Excellent interpersonal, communication, and problem-solving skills
• Collaborates with co-workers and thrives in a team-based environment
• Ability to effectively work cross functionally in a fast-paced work environment

ANNUAL SALARY: Range: $59,592 – $97,164 (annual increases). Starting: $59,592 (non-negotiable); Post successful six-month review $62,484.

For information on City of Chicago employees’ benefits, please visit our benefits website.

TRAVEL AND SCHEDULE: Travel outside Chicago is not required. Standard office hours are 9:00 a.m. to 5:00 p.m., flexibility permitted.

RESIDENCY REQUIREMENT: Employees must be a resident of the City of Chicago and proof of residency is required at the commencement of employment.

WE VALUE DIVERSITY

The Office of the Inspector General (OIG) is an equal opportunity employer.

OIG is an inclusive organization that hires and develops all its staff of all levels regardless of race, religion, color, ethnicity, national origin, ancestry, marital or parental status, sex, gender expression or identity, sexual orientation, physical or mental ability, age, veteran status, and all other characteristics protected by law.

OIG strives to create the kind of workplace where a socially diverse mix of people can thrive professionally. We pride ourselves in meeting our legal charge to promote economy, effectiveness, efficiency, and integrity in government. Through the hard work of our passionate and innovative team, OIG aims to serve every community with equity, respect, and dignity.

If you would like to request a reasonable accommodation due to disability or pregnancy to participate in the application process, please contact OIG’s Manager of Human Resources Eloise Markham at emarkham@igchicago.org. Please be prepared to provide information in support of your reasonable accommodation request.

THE CITY OF CHICAGO IS AN EQUAL OPPORTUNITY AND MILITARY FRIENDLY EMPLOYER

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. The City of Chicago does not participate in E-Verify (Employment Eligibility Verification System). In addition, employment at the OIG is contingent upon a satisfactory criminal background check.

NOTIFICATION REGARDING USE OF ARTIFICIAL INTELLIGENCE (AI)

The submission of written materials, e.g., writing sample, essay, cover letter, etc., generated in-part or fully by AI is strongly discouraged. Candidates who submit AI generated written materials may be disqualified from further consideration.