Support Analyst

About Our Organization

Youth Guidance creates and implements school-based programs that enable children to overcome obstacles, focus on their education, and ultimately, to succeed in school and in life.  We believe that no matter what challenges a young person faces, they are more likely to succeed when they have caring adults in their lives. Our highly trained staff guides kids to overcome the life and academic challenges facing the youth. We meet kids where they are — physically and emotionally — to help them focus on their education, make positive choices, and remain on the right path toward life success.

Founded in 1924 and celebrating 100 years of impact this year, Youth Guidance is a leading provider of outcomes-driven programs serving more than 18,000 youth around the country.  For more information, visit www.youth-guidance.org.  This is a hybrid remote position located in Chicago, Illinois.

Position Summary: Responsible for receiving, triaging, and assigning InfoTech support requests electronically, via phone, and in person.  Maintaining Inventory and procurement of hardware. Processing invoices and reconciling all orders with ticketing system.

Essential Duties/Responsibilities:

• Monitor, manage, and report on ticketing system for quality improvement.
• Recognize and escalate high-level issues as appropriate.
• Identify, isolate, troubleshoot, and resolve InfoTech issues.
• PC Preparation and Deployment for New/Backfill Hires and Equipment Reclaim for Attrition
• Support for Orientation of New Hires
• Basic Hardware/Software Troubleshooting
• Printer Installation and Consumables Replacement
• Inventory Reconciliation
• Endpoint Support and Response to User Initiated Requests (Tickets)
• Audiovisual Support for Conference Rooms, Team Rooms and Functions
• Coordinate timely repair of equipment covered under 3rd party maintenance agreements.  Provide technology training for staff appropriate to their needs, including new user orientation and other special training.
• Provide support for cell phones, including set-up, swapping and upgrades.
• Maintain orderly, up-to-date records, documentation, and files, using approved practices and record-keeping systems, including inventory.
• Provide support for agency copiers.
• Duties as assigned

Minimum Qualifications

Education/Experience/Training

• Associates degree or higher in Computer Technology or equivalent field experience.  Certifications are a plus.
• Minimum of two years of technical/customer service experience.

Skills/Abilities

Experience troubleshooting both local and wide area network issues.

Experience troubleshooting Windows, Microsoft Office, MacOS/iOS, Android, VOIP, and application issues.

Prior experience installing software and hardware components in a Windows environment required.

Must possess excellent communication and customer service skills.

Core Competencies

·        Communication: Uses effective written and oral communication with internal staff, teams, and community               served; demonstrates empathy and listening

·        Client orientation: Recognizes needs of diverse stakeholders and approaches relationships with a service               orientation, to ultimately maximize the impact

·        Equity mindset: Understands and is committed to goals of equity, consistently brings an equity mindset to                the organization’s work and workplace

·        Growth mindset: Views growth as important for personal and professional development; seeks out                           opportunities to expand skills, even if the change is required, demonstrates curiosity and eagerness to learn

·        Ownership and quality of work: Effectively manages own work, and work of the team to ensure delivery of              high-quality work

·        Supervisory skills: Effectively manages and develops others

·        Mission drive: Demonstrates commitment to the missing of the organization as a whole and alignment with             organization values

Leadership Core Competencies (Supervisor & above roles)

·       Continuous improvement-minded:  Takes initiative to identify and execute strategies and processes to                    continuously improve one’s leadership to strengthen organization’s overall impact.​

·       Develops and motivates others: Motivates others and supports their development through strong coaching            and mentoring. Effectively stewards self and others through both small and large scale change**.** ​

·       External representation and relationship building: Represents the organization among external                                stakeholders, and builds strong, trusting relationships with stakeholders​

·       Leads with vision: Has an inspiring vision for the future of the organization, beyond the status quo, and                    communicates it effectively; leads with courage and willingness to take risks in service of impact​

·       Manages with data: Understands data; analyzes data and identifies insights and implications​

·       Strategic thinking and resource management:  Considers the future of the organization proactively and                  responsively; weighs diverse inputs to inform strategies; identifies innovative opportunities when relevant;              makes and communicates decisions that effectively balance tradeoffs between financial sustainability and               impact​

·       Team building: Builds strong relationships with teams and colleagues; fosters effective teams and                            collaborative interactions​

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• While performing the duties of this job, the employee is required to stand for sustained periods of time, frequently talk, hear, use hands and fingers to feel, handle and operate objects or controls, and occasionally stand, bend, stoop, kneel and crouch.
• The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures, transcribing, and viewing a computer terminal.
• The employee may occasionally lift and/or move up to 40 pounds
• Must be able to stand for an extended time.
• Able to spend extended time on a computer in a workstation.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This job operates in a professional office environment.
• Occasional local and national travel

What Youth Guidance Offers:

We offer a robust package for eligible candidates including:

• Hiring Range of $44,617- $64,248
• Youth Guidance offers a competitive benefit package for eligible full-time employees including the option to participate in medical, dental, and vision plans as well as short-term disability, life insurance, flex spending accounts, pet insurance, 401k, a wellness program and more. You may also quality for Public Service Loan Forgiveness (PSLF).

DEIB Statement

At Youth Guidance, we understand that diversity, equity, inclusion and Belonging (DEI&B) are fundamental to realizing our vision of bright and successful futures for all young people. We celebrate the diversity of youth and staff and recognize them as empowered leaders, problem-solvers, and experts of their own experiences. At the same time, we acknowledge that many systems and institutions meant to support youth and staff are inequitable and unjust.

As such, we are committed to advancing DEIB through our words and our actions, both internally and externally, by:

• Strengthening cultural competence as well as policies, practices, and organizational structures that foster belonging and leverage the unique backgrounds and talents of staff;
• Offering youth-centered programs that are accessible and responsive to people from diverse racial and ethnic backgrounds, abilities, sexual identity, gender identity and expression, language, and cultural and religious beliefs and practices;
• Influencing systems that youth, their families, staff, and communities are impacted by, such as schools, organizational networks, governmental bodies, researchers, and the funding community, to apply approaches that embrace DEIB in addressing the needs and supporting the aspirations of young people and those around them.