IT Help Desk Technician

Do you enjoy jumping in to help team members solve IT problems? Are you driven to change the standard of care in women’s health?

The Lactation Network is hiring an IT Help Desk Technician. This person will play a crucial part in ensuring the smooth operation of our IT infrastructure and providing timely assistance to our team members.

We are a small, tight-knit, purpose-driven organization with aggressive growth goals in 2024 and beyond. We don’t have all the answers and we don’t expect you to, either. We do expect you to be curious, hardworking, and striving to be your best self.

Breakdown of the role

Reporting to the Director of IT Operations, you will have responsibilities that include:

• Front-line support for IT issues (65%). Provide first-line support for IT issues reported by employees, resolving them promptly or escalating to the appropriate team when necessary.
• Configuration and maintenance of IT systems (25%). This role will help configurate and maintain IT systems, including email, network connectivity, and software applications.
• User onboarding and offboarding (10%). Assist in user onboarding and offboarding processes, ensuring that access rights and permissions are properly managed.

What you’ll do

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Receive and prioritize IT service cases from employees, providing timely resolution or escalating as necessary to ensure swift problem resolution.
• Aid in the setup and upkeep of IT infrastructure, encompassing email systems, network connectivity, and various software applications.
• Support the onboarding and offboarding of users, ensuring accurate management of access rights and permissions.
• Monitor IT systems for performance issues, errors, and security threats, taking proactive measures to address any issues that arise.
• Maintain accurate records of IT assets, including hardware and software inventory, and assist with procurement as needed.
• Collaborate with other IT team members to develop and maintain documentation, knowledge bases, and standard operating procedures.
• Participate in IT projects and initiatives, providing input and support as required.
• Provide exceptional customer service to internal stakeholders, ensuring that their IT needs are met effectively and efficiently.

What we expect from you

• 2+ years of experience in an IT support role, preferably in a help desk or service desk environment.
• Experience with common enterprise IT systems and platforms, such as Microsoft 365, Active Directory, and cloud-based applications.
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues independently.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• A proactive attitude and a willingness to learn and adapt to new technologies and processes.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus but not required.
• Strong experience in providing technical support in a variety of scenarios
• Ability to troubleshoot hardware and software issues remotely
• Experience tracking and reporting against support goals.

What we’d also love to see

• Experience in high-growth organizations
• Other healthcare experience

What you can expect from us

• Unlimited PTO. We work hard. We’re passionate about what we’re building together. We also have lives outside work.
• Healthcare benefits. Medical plus voluntary vision, dental. (We are a healthcare company, after all.)
• 401(k) with 4% employer match. We’re planning for the future—and we want to help you do the same.
• Remote-first culture. We are a distributed, remote-first team. We also like spending time together in our Chicago office and have a flexible in-office culture for those who wish to return to work in-person.
• Mindfulness and meditation app. You’ll have complimentary access to the leading app for meditations, sleep stories, and other wellness resources.​​​​​​
• Recharge. We have one designated “no meeting day” each week so you can take a break from videoconferencing and have some quiet time to focus.
• Professional development. We invest in our team by offering every employee access to a professional development budget.
• Competitive compensation. We’re looking for top talent.
• A growth environment. The sky’s the limit.

About Lactation Network

The Lactation Network is setting a new standard for parents and lactation consultants alike. At TLN, our movement goes beyond any single outlet or tool. We activate education, connection, and advocacy to foster the new network of inclusive care between parents and IBCLCs; the network where every caregiver has the resources to thrive. TLN is powered by the largest network of IBCLCs in the country. Together, we are here to make sure families get the expert insurance covered lactation care that they deserve.

The Lactation Network is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.