Technology Support Engineer

 GENERAL DESCRIPTION:

The Greater Chicago Food Depository is working toward three meals, every neighbor, every day, by 2030. Every truck that leaves our dock depends on technology that works, from the laptops Foodbankers sign in to each morning to the scanners on the warehouse floor.

The Technology Support Engineer is the first and often final point of resolution for Foodbankers' technology needs. In this Tier 1.5 role, the Engineer goes a level deeper than the front line: rather than simply resetting a password, they find and fix the root cause and document it for next time. The role escalates only when an issue truly requires specialist expertise. It is central to building the Food Depository's in-house support model and advances the Invisible Infrastructure, Visible Impact pillar of our FY27 to FY30 IT Strategy, so Foodbankers can focus on the mission rather than on technology.

 KEY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

Support experience

• Serve as a primary point of contact for Foodbankers by service desk, phone, chat, email, and walk-up.
• Resolve most incidents and requests at first contact, within service levels, keeping requesters informed throughout.
• Support staff across offices, the warehouse, and remote settings with patience and plain-language communication.

Technical administration

• Manage accounts, licenses, and access in Microsoft 365 and Entra ID, including onboarding and offboarding.
• Troubleshoot Windows and macOS devices, Microsoft 365 apps, mobile devices, printers, and warehouse scanners.
• Manage devices through Intune, including enrollment, compliance, and patching.
• Perform first-level network and business application troubleshooting before escalating with complete documentation.

Security and documentation

• Reinforce security practices, including MFA, password management, and phishing reporting, and escalate suspected incidents quickly.
• Maintain accurate asset records and clear knowledge base articles.

Continuous improvement

• Identify recurring issues and recommend fixes or automation that reduce ticket volume.
• Support technology projects such as device refreshes and system rollouts.
• Help mentor IT apprentices and participate in a rotating on-call schedule.
• Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent; IT degree or apprenticeship completion preferred.
• 2 to 4 years of service desk or desktop support experience.
• Hands-on experience with Microsoft 365, Entra ID, Intune, and Windows; macOS and mobile familiarity.
• Working knowledge of networking fundamentals, including DNS, DHCP, Wi-Fi, and VPN.
• Experience with a ticketing system and clear technical documentation.
• Excellent communication skills and sound judgment about when to solve and when to escalate.
• CompTIA A+, Network+, Security+, or Microsoft certifications a plus.
• Warehouse or logistics environment experience a plus.
• Bilingual in English and Spanish a plus.
• Regular on-site presence at the distribution center, rotating on-call availability, and ability to lift up to 50 pounds.
• Enthusiasm for the mission of the Food Depository; nonprofit experience a plus.
• Eligible to work in the United States.

Benefits:

• Health, dental, and vision insurance coverage
• Employer-paid life and disability insurance
• Employee Assistance Program
• 403(b) retirement plan with employer contribution
• Generous paid time off
• Parental leave
• On-site gym
• $3,000 annual employer-paid ThrivePass lifestyle and wellness benefit program
• $250 employee referral bonus