Information Technology Administrator - Chicago, United States - Dental Assisting National

Dental Assisting National Chicago, United States

1 month ago

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Description

Job Description

Job Description

Who You Are

Are you a self-motivated, enthusiastic go-getter who thrives in a collaborative and fast-paced environment focused on assisting customers find answers to their questions? If so, this role is for you.

We are looking for an energetic, organized and detail-oriented professional with exceptional verbal and written communication skills to join our growing team.

As the IT Administrator you will be the frontline contact for technical user support while also taking on the responsibility of coordinating IT projects as assigned.

This role requires a blend of technical expertise, strong communication skills, a customer-focused mentality, and project management abilities to ensure seamless support and successful project execution.

This role will be responsible for providing technical assistance and support to employees and clients with computer, telephone, hardware and software issues.

This role will also respond to queries, run diagnostic programs, isolate problems, and determine and implement effective solutions. You should be comfortable working on projects that are well-defined, as well as ones with ambiguity or limited direction.

This contract (contract-to-hire) position will operate in a hybrid environment with a mix of time worked remotely and in-office, as needed, in our downtown Chicago office.

The ideal candidate will have:
Bachelor's degree in computer science, information technology or related field (or equivalent experience)
Minimum 2 years experience in a help desk technician or similar IT role preferred
Excellent technical knowledge of hardware, software and computer peripherals
Technical skills and familiarity with, website development, database management systems, data modeling and design, programming languages and SQL proficiency are preferred
Effective communication skills, including speaking, writing and active listening

Who We Are

We are the Dental Assisting National Board and the DALE Foundation, two affiliated nonprofit organizations that provide professional development opportunities for dental assistants and other dental team members through certification, certificates and online education.

We are a small, friendly group that is driven by our mission.

We offer work/life balance with a 37.5-hour work week, plus benefits for our full-time staff including health insurance, 100% company-paid dental/vision coverage for employees, generous flexible benefits reimbursement, professional development assistance, generous vacation/PTO, 401(k) matching and more.

We are located in Chicago's River North neighborhood, although most of our team is working a remote or hybrid schedule.

Our Commitment to Diversity, Equity and Inclusion
We actively seek to create a diverse, equitable and inclusive workplace that celebrates and values each person's unique background.

We are proud to be an equal opportunity employer and treat all employees and applicants equally regardless of race, sex, gender identification or expression, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other individual characteristic protected by applicable federal, state or local law.

We encourage applications from individuals from historically marginalized communities, individuals with disabilities, women, veterans and all other qualified applicants.

Essential Duties and Responsibilities:
Helpdesk and Staff Support in IT Platform Use (40%)
Monitor and respond to Tier 1 and Tier 2 help desk requests in a professional, thorough and timely manner
Provide technical support for issues related to IT systems, phone systems, software and hardware; support needs will include a mix of remote support and in-person support
Resolve routine office IT issues including phone, printer, AV, application access and email issues
Provide training and support to end-users as required
Set up new employees and initial onboarding
Onboard new users and coordinate the user departure process
Communicate effectively with users, team members and stakeholders, providing updates on support tickets and project statuses
Foster a collaborative and supportive environment, working closely with cross-functional teams to achieve project goals and deliver excellent user support
Contribute to team goals by accomplishing related duties as required

Database and Application Systems (25%)
Review diagnostics and assess the functionality and efficiency of systems
Support security measures
Monitor SSL certificates to ensure they remain current
In partnership with a managed IT services provider, install, configure and maintain hardware and software systems
Report significant and recurring issues for higher level of support

Reporting (20%)
Track and maintain IT inventory, including computers, peripherals and software licenses
Research and recommend system equipment upgrades and manage equipment inventory
Thoroughly document internal procedures
Document and track support requests using an internal ticketing system as well as vendor ticketing systems, ensuring timely resolution and maintaining detailed records
Escalate complex issues to the appropriate teams or higher-level support when necessary
Vendor / Project Coordination (15%)
Work with technology vendors and coordinate projects
Assist with complex technical projects
Suggest possible improvements on procedures
Create step-by-step training materials with screenshots for employees and clients
Lead and coordinate small IT projects from initiation to completion, ensuring adherence to timelines, budget and quality standards
Collaborate with stakeholders to define project requirements, objectives and scope
Develop project plans, schedule and track progress against milestones

Skills and Attributes:

In addition to the skills and attributes listed below, individuals with technical skills and familiarity with, website development, database management systems, data modeling and design, programming languages and SQL proficiency are preferred.

Excellent problem-solving and critical thinking skills
Keen attention to detail
Good organizational, time management and prioritization skills
Efficient troubleshooting abilities
Effective communication skills, including speaking, writing and active listening
Great customer service and interpersonal skills; ability to communicate effectively with users across all organizational levels with varying levels of technological proficiency
Understanding and experience in data networking including LAN, firewall configuration, WAN, FTP, SFTP, VPN, VLAN's, Wi-Fi, access

control/surveillance

system maintenance and basic audio/video knowledge
Ability to multi-task in a fast-paced environment
Experience with RingCentral, Active Campaign, Sitefinity, HawkSearch is a plus, as well as experience with credentialing management systems (CMS) and learning management systems (LMS)
Familiarity with project management methodologies (e.g., Agile, Waterfall) and tools (e.g., Jira, Microsoft Planner & Project)

Education & Qualifications:
Bachelor's degree in computer science, information technology or related field (or equivalent experience)
Minimum 2 years experience in a help desk technician or similar IT role preferred
Excellent technical knowledge of hardware, software and computer peripherals
Microsoft Office 365 experience (Word, Excel, PowerPoint, Outlook, Teams, Planner, SharePoint), Windows operations system and networking are a

must
Experience with Power BI, Power Apps and Power Automate is a

plus
Proven experience in IT support and/or project coordination
SQL and PL/SQL knowledge
Familiarity with PC hardware and software

Physical Demands:
Required to sit for extended periods of time; may need to walk or stand in the course of work as well as light (20-30lbs) to medium (30-40lbs) levels of lifting of supplies and/or equipment

Work Environment:
Work performed in an office environment, either onsite or offsite

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