Laboratory Schools: Mac Support Technician
Hyde Park Campus
11437 Lab Schools Finance & Oper
About the Unit
The University of Chicago Laboratory Schools provide one of the world's most outstanding pre-collegiate educational experiences. Because Lab is part of the University of Chicago, the importance of intellectual life—of thought and exploration—infuses all aspects of our curriculum, and students in every grade benefit from outstanding UChicago academicians and access to unmatched resources. John Dewey—one of the great minds in education—established the Schools in 1896 as a place to explore and implement his theories on childhood education. Today's students still benefit from his vision, and today's Lab faculty are recognized as experienced leaders in their field. Families who choose Lab care deeply about curiosity, inquiry, and creativity. Approximately 60 percent of Lab families are affiliated with the University, half live in Hyde Park, and the rest come from across Chicago, the suburbs, and northern Indiana. Lab's student body reflects the diversity that is deeply valued by the Schools and its community; approximately half of our 2,000 students are people of color and families report speaking nearly 40 different languages in their homes. The Laboratory Schools seek the finest employees—people who wish to inspire a love of learning in our students and join a vibrant learning community. We employ people with a wide range of skills and training, in many different disciplines. At Lab, we value learning experientially, exhibiting kindness, and honoring diversity. We seek employees who share a similar commitment to these values. Lab people are engaged and excited by our mission of igniting and nurturing an enduring spirit of scholarship, curiosity, creativity, and confidence in the youngest members of the University of Chicago's academic community. The Laboratory Schools is a great place to work and our connection to the University provides our faculty and staff with opportunities that would be nearly impossible to match in any other environment. AA/EOE Statement: The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination. Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-834-1841 or by email firstname.lastname@example.org with their request.
The Mac Support Technician is an entry-level technical support position responsible for performing Level 1 and 2 help desk tasks associated with our 2,000 plus Mac OS devices and additional school technology resources, including Windows computers, iPads, Chromebooks, a variety of common peripheral devices including printers and multifunction devices, and audiovisual systems. Working with other support staff to deliver and maintain heavily used mobile laptop carts is also a duty. S/he also contributes expertise to the Information Systems team by participating in project planning efforts and implementing technical/audiovisual support projects as assigned by senior staff.
- Performs technical support tasks
- Enters help desk tickets into the online Help Desk from phone, email, or in-person contacts
- Provides Level 1 and Level II technical support services for school computers and peripheral devices as directed by senior support staff, including routine and non-routine troubleshooting services; assists senior support staff with enterprise-level software upgrades, disk imaging, and product testing; helps maintain hardware and software inventory records; organizes and manages support server resources; instructs users in hardware and software basics when resolving trouble tickets; creates online documentation of tech support team practices/procedures and user training materials; prepares obsolete equipment for recycling
- Provides Level I technical support services for mobile and permanent audiovisual installations school wide: cleans projector filters and replaces bulbs; troubleshoots connection problems with projectors, document cameras, interactive whiteboards, and other display and playback devices; assists senior staff in evaluating emerging technologies; works with support staff to ensure adequate onsite parts inventory; performs start-up training for new a/v users. (daily)
- Responsibility for delivering, picking up, and maintaining mobile laptop carts heavily used daily by teachers and students throughout the Lab Schools' complex
- Contributes leadership to the Information Systems team in planning and executing short and long term strategic plans. Participates actively in biweekly staff meetings and provides input into project planning and implementation strategies and after-action reviews. Serves as project lead for technical support initiatives as assigned by senior staff.
- Ability to be agile and flexible required.
- Ability to interact with a diverse group of faculty, staff, students, and parents required.
- Analytical skills required.
- Problem-solving skills required.
- Decision-making skills required.
- Attention to detail required.
- Organizational skills required.
- Creativity required.
- Verbal and written communication skills
- Interpersonal skills required.
- Ability to work independently and as part of a team required.
- Ability to manage stressful situations required.
- Ability to maintain confidentiality required.
- Ability to work on multiple projects simultaneously, set priorities, and meet deadlines required.
Education, Experience and Certifications:
- Two years of college coursework in any subject preferred
- Certificate of Advanced Study from a technical program in the computing field, or equivalent preferred
- Two years' computer troubleshooting experience in an enterprise level support operation required, interested parties with little or no enterprise level Mac support need not apply.
- Significant experience in customer service environment; ability to work tactfully with employees in many school roles and with varied technology skills; ability to translate high workgroup standards for professional performance and conduct into meaningful action with users, peers, and vendors; ability to maintain calm demeanor in stressful problem-solving situations preferred
- Familiarity/support experience with common audiovisual playback and display technologies, including LCD and DLP projectors, document cameras, LCD, plasma, and LED flat panel display technologies, interactive whiteboards, a/v system control technologies and programming, video and audio capture, editing, and mixing tools preferred
- Familiarity with supporting Canon multifunction print/copy/scan/fax devices preferred
- Desirable software knowledge: Apple Mail, MS Office Suite (Mac and Windows), iLife, iWork, FileMaker Pro, Adobe Creative Suite, iOS, Google Apps, Outlook, Schoology LMS, One Note, Access, Active Directory, Outlook, Interactive Whiteboard Software (ActivInspire, SMART, Epson), Office 365, troubleshooting/management software (Disk Utility, TechTool Pro, Apple Remote Desktop, WebHelpDesk, JAMF Pro, PowerSchool SIS preferred
- Project management experience preferred
- Work experience in an educational institution (K-12, Higher Ed) or not-for-profit community service organization preferred
- Thorough knowledge of Apple operating systems and common computer applications required
- Thorough knowledge of Apple hardware and common peripherals required
- Thorough knowledge of Windows operating systems and common Windows applications required
- Thorough knowledge of Windows hardware and enterprise management strategies required
- Basic knowledge of Jamf Pro operations required
- Basic knowledge of LAN operations required
Working Conditions and Physical Requirements:
- Ability to carry or lifts loads of at least 5 lbs and up to 25 lbs
- Ability to sit for up to 2 hours
- Ability to move around building/classrooms to interact with staff, faculty, and extended community
- Cover letter
- Professional references
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application
Depends on Qualification
Scheduled Weekly Hours
Job is Exempt?
Drug Test Required?
Does this position require incumbent to operate a vehicle on the job?
Health Screen Required?
Remove from Posting On or Before
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
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The University of Chicago is an urban research university that has driven new ways of thinking since 1890. Our commitment to free and open inquiry draws inspired scholars to our global campuses, where ideas are born that challenge and change the world.
We empower individuals to challenge conventional thinking in pursuit of original ideas. Students in the College develop critical, analytic, and writing skills in our rigorous, interdisciplinary core curriculum. Through graduate programs, students test their ideas with UChicago scholars, and become the next generation of leaders in academia, industry, nonprofits, and government.
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