Laboratory Schools: IT Helpdesk Support Technician I
Job location: Hyde Park Campus
Employment Type: Full-time
Posted data: 2019-06-14
Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description.Department11437 Lab Schools Finance & OperAbout the UnitThe 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 [email protected] with their request. The Helpdesk 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, 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. The Technical Support Specialist is an entry-level technical support position responsible for performing Level 1 and 2 help desk tasks associated with school technology resources, including Apple and 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.Job FamilyInformation TechnologyResponsible for the design, implementation, and maintenance of new and existing applications, systems architecture, and network infrastructure. Ensures operation and security of all servers and networks. Configures, installs, maintains and upgrades applications and hardware for the organization's infrastructure and for end-user devices.Career Track and Job LevelIT User SupportTakes ownership of and resolves customer issues regarding hardware, software, site licensing, networking, and audio and video devices. Supports customers through the installation of applications and computer peripherals, and remotely by researching and identifying solutions. Walks users through problem-solving process and deploys a variety of devices to customers, including computers, tablets, mobile phones, projectors, speakers, and printers/copiers.T2: Expands skills in own work area within an analytical/scientific method or operational process. Maintains appropriate licenses, training and/or certifications, as needed. Applies experience and skills to complete assigned work within our area of expertise. Works within standard operating procedures and/or scientific methods. Works with a moderate degree of supervision.Role ImpactIndividual ContributorResponsibilitiesThe job this position provides second-tier support to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals. With moderate direction from others, deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers.1) Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues. Provides technical support and advice to members of the University community. Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal., 2) Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base., 3) Tracks issues to resolution updating the internal knowledgebase and/or communicating findings with relevant business units. Follows workflows for escalations when escalating problems to appropriate support groups through the IT service management system. Escalates more involved incidents to the appropriate service owner or problem manager. Combines related incidents that have become problems and address or escalate those holistically., 4) Updates daily status reports and shift handover reports. Acts as a liaison between customers and technical escalation teams by coordinating installation and maintenance services. Maintains communications with customers during the problem resolution process. Provides a single view to the organization for information technology related questions, requests, and problems. Follows proper standard operating procedures., 5) Performs other related work as needed.
1) Performs technical support tasks, including:
2) Enters help desk tickets into the online Help Desk from the phone, email, or in-person contacts.
3) 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.
4) 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.
5) Responsible for delivering, picking up, and maintaining mobile laptop carts heavily used daily by teachers and students throughout the Lab Schools' complex.
6) 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.
7) Helps build and maintain internal knowledgebase.
8) Document internal procedures necessary to assist with the ongoing support of the Lab technology environment.
9) Help to train faculty and staff on tools available from Lab and the University.
1) Ability to be agile and flexible required.
2) Ability to interact with a diverse group of faculty, staff, students, and parents required.
3) Analytical skills required.
4) Problem-solving skills required.
5) Decision-making skills required.
6) Attention to detail required.
7) Organizational skills required.
8) Creativity required.
9) Verbal and written communication skills required.
10) Interpersonal skills required.
11) Ability to work independently and as part of a team required.
12) Ability to manage stressful situations required.
13) Ability to maintain confidentiality required.
14) Ability to work on multiple projects simultaneously, set priorities, and meet deadlines required.
1) Ability to carry or lifts loads of at least 5 lbs and up to 25 lbs.
2) Ability to sit for up to 2 hours.
3) Ability to move around building/classrooms to interact with staff, faculty, and extended community.Education, Experience, and CertificationsMinimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
1) Two years of college coursework in any subject.
2) Certificate of Advanced Study from a technical program in the computing field or equivalent.
1) Two years' computer troubleshooting experience in an enterprise level support operation.
2) Thorough knowledge of Apple operating systems and common computer applications.
3) Thorough knowledge of Apple hardware and common peripherals.
4) Thorough knowledge of ChromeOS operating systems and common ChromeOS applications.
5) Thorough knowledge of ChromeOS hardware and enterprise management strategies.
6) Basic knowledge of Jamf Pro operations.
7) Basic knowledge of LAN operations.
8) Significant experience in a 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.
9) 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.
10) Familiarity with supporting Canon multifunction print/copy/scan/fax devices.
11) 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, 12)Outlook, Interactive Whiteboard Software (ActivInspire, SMART, Epson), Office 365, troubleshooting/management software (Disk Utility, TechTool Pro, Apple Remote Desktop, WebHelpDesk, JAMF Pro, PowerSchool SIS.
12) Project management experience.
13) Work experience in an educational institution (K-12, Higher Ed) or not-for-profit community service organization.
1) Cover letter
3) Professional references
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.FLSA StatusNon-ExemptPay FrequencyBiweeklyPay GradeDepends on QualificationsScheduled Weekly Hours40Benefits EligibleYesDrug Test RequiredNoHealth Screen RequiredNoMotor Vehicle Record Inquiry RequiredNoPosting Date2019-06-14-07:00Remove from Posting On or Before2019-12-14-08:00Posting StatementThe 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.The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.