Technical Support Specialist

University of Chicago Laboratory Schools, IL

Job Level

Entry-level position

Post Date

04/10/2016

Job Category

Specialist / Associate

Sector

Information Technology

Job Status

Areas of Responsibility

Support / Help desk

Link to Job Posting

About the Unit

The Laboratory Schools is among the largest independent schools in the country with a history dating to 1896 under the auspices of John Dewey and the University of Chicago. Located on the U of C campus, the Schools serve children (N-12) from metropolitan Chicago with approximately 60% of the students coming from families affiliated with the University. The University environment attracts a rich and diverse student body and parents who value and support a quality educational program.

The Laboratory Schools' seeks the finest employees who have a desire to inspire a love of learning in our students and we employ people with a wide range of skills and training in many different disciplines. We have a long history of commitment to diversity, equity and inclusion work. We continue to build on this work and seek out employees who also share this commitment to one of our core values. We are committed to making sure that Lab is a great place to work and our connection to the University of Chicago provides our faculty and staff with opportunities that would be nearly impossible to match in any other environment.

Unit Job Summary

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, 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, including:

-Responsibility for delivering, picking up, and maintaining mobile laptop carts heavily used daily by teachers and students throughout the Lab Schools' complex

-Enters help desk tickets into the online database from phone email, or in-person contacts(daily)

-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 (varies)

-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

Education

Two years of college coursework in any subject, Certificate of Advanced Study from a technical program in the computing field, or equivalent required.

Experience

Two years' computer troubleshooting experience in an enterprise level support operation required

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 LAN operations required

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 Xerox, Canon, and Kyocera 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, One Note, Access, Active Directory, Exchange, Outlook, Interactive Whiteboard Software (ActivInspire, Epson), troubleshooting/management software (Disk Utility, TechTool Pro, Apple Remote Desktop, WebHelpDesk, Ghost, Casper), 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

Competencies

Thorough knowledge of Macintosh operating systems and common computer applications required.
Thorough knowledge of Macintosh hardware and common peripherals required.
Ability to work tactfully with employees in many school roles and with varied technology skills required.
Ability to translate high workgroup standards for professional performance and conduct into meaningful action with users, peers, and vendors required.
Ability to maintain calm demeanor in stressful problem-solving situations required.
Initiative and self-starting capabilities required.
Ability to manage multiple concurrent tasks required.
Strong interpersonal communication with staff and end users, both written and oral required.
Ability to work with frequent interruptions required.
Problem-solving skills required.
Team building and collaborative skills required.
Ability to schedule and set priorities required.
Flexibility to deal with changing workload demands required.
Ability to perform routine tasks repeatedly many times with uniform precision and attention to detail required.

Required Job Seeker Documents

Resume
Cover Letter
Reference Contact Info