IT Endpoint Support Specialist

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.

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.
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.
• 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 escape.
• 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…