IT Endpoint Support Specialist

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Chicago, IL, US

7 days ago Requisition

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.

• 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.
• Carry out assigned responsibilities while maintaining regular daily tasks in a well-organized, responsive, and detail-oriented manner.
• Maintain an accurate and up-to-date inventory of all Agency purchased technology assets.
• 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.
• 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.
• 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.
• Perform other duties as assigned by the Director of IT in a timely, efficient, and effective manner.
• Comply with all Agency Information Systems policies, IT Department Operational Standards, and directives from IT leadership, including secure-area access and asset management procedures.

Completed required time, activity, and expense reporting accurately and by established deadlines.

• Enthusiasm for working with technology and a commitment to continuous learning.
• Consistently maintains a friendly, professional demeanor and a positive, solutions-oriented attitude.
• Strong interpersonal and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• 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 expert-level proficiency in Windows operating systems.
• At least three (3) years of hands-on experience troubleshooting Dell workstations and mobile devices, including Apple iOS, Android, Windows, and ChromeOS. Familiarity with MacOS is a plus.
• Minimum of one (1) year of experience working with Active Directory, Entra , and Microsoft 365.
• Familiarity with Google Mobile Device Management (MDM) and Microsoft Intune is a plus
• Experience setting up and troubleshooting audio-visual equipment, including projectors and televisions.
• Experience with Ethernet cabling, including running, terminating, and troubleshooting, is preferred.
• Strong ability to read and interpret technical documentation and have a basic understanding of cybersecurity principles and a commitment to following secure computing practices.
• Willingness and ability to create and maintain user-facing technical and procedural documentation.
• Demonstrated ability to handle…