Information Technology (IT) Service Desk Analyst Level 1

Franciscan Ministries is seeking a Level 1 IT Service Desk Analyst to provide first-line technical support to associates and Sisters. This onsite role in Lemont, IL focuses on troubleshooting hardware and software issues, maintaining systems, and ensuring timely resolution of IT requests.

Role Overview

In this position, you will support end users through in-person, phone, and email assistance. You will troubleshoot and resolve desktop, laptop, printer, thin client, mobile, and other end-user technology concerns while documenting work in a ticketing system to maintain clear status and follow-through.

Responsibilities

• Provide technical support and assistance to associates in person or via phone or email.
• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, thin clients, and mobile devices.
• Install, configure, and maintain software applications and operating systems.
• Support audiovisual equipment and conferencing systems.
• Perform system administrative functions, including user accounts, permissions, and access rights additions, changes, and deletions.
• Collaborate with Franciscan IT team members to escalate and resolve complex technical issues.
• Travel to other communities as needed to support IT initiatives and infrastructure maintenance.
• Document and track IT support requests and resolutions using a ticketing system.
• Provide training and guidance to associates on IT-related topics.
• Support security camera systems and phone systems.
• Maintain knowledge of current IT trends and technologies.
• Assist with IT projects and initiatives as assigned.
• Perform other duties as assigned.
• Comply with all policies and procedures and any updates.

Requirements

• Associates degree or higher in an IT related discipline (preferred).
• Experience acceptable in lieu of certifications or degrees.
• Proven experience working in a help desk or technical support role.
• Knowledge of the Windows operating system.
• Experience troubleshooting hardware and software issues.
• Familiarity with network concepts, protocols, and security.
• Excellent communication and customer service skills.
• Ability to work independently and prioritize tasks effectively.
• Preferred experience with Outlook, Active Directory, Windows Server, Microsoft Office Suite, DNS, DHCP, basic LAN, ConnectWise ticketing system, and remote support tools.

Technology Stack

• Windows operating system
• Outlook
• Active Directory
• Windows Server
• Microsoft Office Suite
• DNS
• DHCP
• ConnectWise ticketing system
• Remote support tools

Location and Travel

This role is onsite in Lemont, IL. Limited travel to communities may be required.

Compensation

USD 27 to 29 per hour.