Ronald McDonald House Technology Specialist, Services and Support

Ronald McDonald House® is an independent, nonprofit 501(c)(3) organization that cares for families when they have children who are ill or injured. Through a global network of 250+ independently operated Chapters in 60+ countries and regions, we surround families with the resources, services, and support they need, removing barriers so they can be at the heart of their child’s care and ensure the best possible health outcomes.    

Ronald McDonald House strives to be part of the solution to the challenges families face when a child needs healthcare, whether that means staying close to a hospitalized child, affording to remain together while a child undergoes treatment far from home, or accessing basic medical and dental care in underserved communities. Through our resources and community partnerships, we help families gain access to healthcare services and stay together during critical moments in their children’s lives.    

We are enjoying the flexibility of a hybrid work model, in which Ronald McDonald House Global employees spend part of their week connecting with co-workers in our state-of-the-art McDonald’s headquarters in the booming West Loop of downtown Chicago.    

For more information, visit ronaldmcdonaldhouse.org. 

Position Purpose 

Demands for streamlined business processes, increased system/data security, and innovative technology to support our global organization are growing exponentially. As a Ronald McDonald House Global Technology Team member, you will collaborate with end-users to understand how technology can serve business needs, design and implement technology solutions to address functional challenges, and train and troubleshoot with users on the current technology suite.

Technology Specialist, Services and Support

The Technology Specialist, Services and Support will play a vital role within the Ronald McDonald House Global Team (Global) by supporting 70+ Global team members and Chapter colleagues on technology-related issues, collaborating with stakeholders on technological advancements to fulfill business objectives, and training end-users across the Ronald McDonald House system.

This position is an opportunity for a detail-oriented person to apply creative skills to drive innovation that supports the organization's growing and evolving technology needs and educate users on technology optimization.

Technical Troubleshooting and Support

• Serve as the first point of contact for technology issues across Global staff and Chapter colleagues, delivering outstanding, timely, and accurate first-level technical support.
• Document, triage, and escalate reported issues to higher-level support teams and developers as needed.
• Establish leading practices throughout the technical support process and identify areas for improvement. Ensure delivery of these practices by support team members to end-users.
• Monitor support requests to identify recurring patterns and common pain points; recommend and implement process improvements.

Business Requirements, Reporting, and Analytics

• Collaborate with cross-functional teams to gather business requirements, evaluate options, and recommend enhancements or changes to IT system functionality.
• Assist teams with extracting business insights from Global systems to support business needs.

Education and Training

• Maintain and update system documentation and educational resources to support knowledge sharing and end-user training. Catalog and maintain technical documentation for all systems developed and managed by Global.
• In collaboration with the Technology Manager, Services and Support, host live virtual sessions for end-users to train on applications, tools, and leading technology practices.
• Develop on-demand training for end-users hosted in the Ronald McDonald House LMS.
• Author technical resources and guides for non-technical end-users to use as self-service tools.
• Update job knowledge by tracking emerging technology trends. Participate in educational opportunities, read professional publications, maintain personal networks, and participate in professional organizations.

Process Management

• Manage day-to-day technology activities with internal teams, Chapters, and other key stakeholders, ensuring adherence to standards, policies, and processes.
• Support regular data hygiene processes led by the Ronald McDonald House Global Technology Infrastructure Team.
• Maintain and update internal team wiki documentation to support knowledge sharing and retention across the Technology team.

System Administration and Data Management

• Monitor and identify opportunities to improve the operation of IT systems. Share leading practices in data management and system administration.
• Administer active user accounts, distribution lists, and security group permissions for all Global applications. Create, change, and delete user accounts as necessary.

Information Governance and Security

• Adhere to, monitor, and support Global team and Chapter compliance with security and data governance policies, procedures, and standards.

• Bachelor’s degree in Information Sciences, Information Technology, Computer Science, or a related technology field.
• One to three years of work experience utilizing the described skills and competencies. Experience working in a non-profit organization is preferred.
• Keen sense of curiosity and creativity, with demonstrated analytical and problem-solving abilities.
• Exceptional attention to detail.
• Strong writing skills, with the ability to translate technical processes between technical team members and non-technical end-users.
• Ability to quickly learn systems, processes, and procedures; grasp technical concepts; and adapt easily to change.
• Strong customer service skills and a can-do attitude, with the ability to support the needs of diverse users and personalities across multiple functions. Ability to provide outstanding first-level technical support.
• Strong focus on customer and business needs, with enthusiasm for solving problems using technology.
• Ability to maintain and search databases.