Helpdesk Support Technician I

Job Summary
 

The Helpdesk Support Technician is an entry-level technical support position responsible for performing Level 1 and 2 help desk tasks to keep our school running smoothly. The Helpdesk Support Technician will be the first line of support for 2,000 plus Mac OS devices, iPads, Chromebooks, a variety of common peripheral devices including printers and multifunction devices, and audiovisual systems. S/he also contributes expertise to the Information Systems team by participating in project planning efforts and implementing technical/audiovisual support projects as assigned. As a member of the school community, the Helpdesk Support Technician will also engage in activities throughout the school to assist with events, daily operations and special projects.

• Hyde Park Campus

Department
 

• Lab School Technology

About the Department
 

The University of Chicago Laboratory Schools provides 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.

Job Summary
 

The Helpdesk Support Technician is an entry-level technical support position responsible for performing Level 1 and 2 help desk tasks to keep our school running smoothly. The Helpdesk Support Technician will be the first line of support for 2,000 plus Mac OS devices, iPads, Chromebooks, a variety of common peripheral devices including printers and multifunction devices, and audiovisual systems. S/he also contributes expertise to the Information Systems team by participating in project planning efforts and implementing technical/audiovisual support projects as assigned. As a member of the school community, the Helpdesk Support Technician will also engage in activities throughout the school to assist with events, daily operations and special projects.

Responsibilities

• Performs technical support tasks, including: desktop support for students, teachers and staff; support for multi-function printers and copiers; identity support for school systems; interfacing with University systems that Lab employees access; operating system updates and patching; device prep; and mobile device management.

• Enters help desk tickets into the online Help Desk from the phone, email, or in-person contacts.

• Provides Level I 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.

• 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.

• Helps build and maintain internal knowledgebase.

• Documents internal procedures necessary to assist with the ongoing support of the Lab technology environment.

• Plans and leads trainings for  faculty and staff on tools available from Lab and the University.

• 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.

• 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.

• Performs other related work as needed.

Education:

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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Work Experience:

Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.