Laboratory Schools: Helpdesk Support Technician I

Department

Lab School Technology

About the Department

At the University of Chicago Laboratory Schools, students in Nursery through Grade 12 experience a world-class educational journey. Founded in 1896 by John Dewey as a place for educators to develop and explore novel approaches to pedagogy and curriculum, Lab continues to provide excitement and imagination in learning to this day. Academic rigor, experiential learning, and intellectual discourse are hallmarks of a Lab education. Lab educators are recognized for excellence in teaching and pride themselves on innovation in the classroom. Students in every grade have access to unparalleled resources, and all members of the Lab community benefit by partnerships and connections with the University of Chicago. Families who choose Lab care deeply about curiosity, inquiry, and creativity.

No less than scholarship, Lab’s mission prioritizes honoring diversity and exhibiting kindness. We are committed to building and supporting a teaching and learning community where young people see aspects of their backgrounds and identities reflected around them, where they feel a deep sense of belonging, and where they discover and use their voices to full effect. Today, 53-59 percent of Lab’s student body are students of color. Families report speaking nearly 40 different languages in their homes. Approximately 60 percent of Lab families are also affiliated with the University of Chicago. Half of our families live in Hyde Park, and the rest come from across Chicago, the suburbs, and northwestern Indiana. Inclusion is a fundamental value at Lab, such that we celebrate every facet of community members’ identities, and even where we disagree, we emphasize respect, civility, and maintaining a spirit of community.

Lab seeks the finest employees to join our vibrant learning community. We employ people with a wide range of skills and training in many different disciplines, who have in common a love of learning and the wish to inspire that same love of learning in young people. We seek candidates for employment who thrive in an educational environment. We provide a great professional home for those committed to collaboration, ongoing personal and professional growth, and cultivating positive relationships. In turn, we strive to ensure that Lab is a joyful, welcoming, and inspiring place to work. Through our connection to the University, faculty, staff, and administrators enjoy benefits and 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 Zendesk 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.
• Supports 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.

Minimum Qualifications

Education:

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

Work Experience:

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

Certifications:

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Preferred Qualifications

Education:

• Two years of college coursework in any subject.

Experience:

• Two years computer troubleshooting experience in an enterprise level support operation; interested parties with little or no enterprise level Mac support need not apply.
• Project management experience.
• ​Work experience in an educational institution (K-12, Higher Ed) or not-for-profit community service organization.
• Background in a customer service environment.

Certifications:

• Advanced Study from a technical program in the computing field or equivalent.

Technical Skills or Knowledge:

• Apple operating systems and common computer applications.
• Apple hardware and common peripherals.
• ChromeOS operating systems and common ChromeOS applications.
• ChromeOS hardware and enterprise management strategies.
• Basic knowledge of Jamf Pro operations.
• Basic knowledge of LAN operations.
• 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.
• Familiarity with supporting  Canon  multifunction print/copy/scan/fax devices.
• Desirable software knowledge includes Google Workspace, MS Office Suite, Canva, Adobe Creative Suite, iOS, Schoology LMS, Epson Projectors,  Office 365, troubleshooting/management software (Disk Utility, TechTool Pro, Apple Remote Desktop, Zendesk, JAMF Pro, PowerSchool SIS.

Preferred Competencies

• Research new technologies.
• Strong technical skills.
• Agile and flexible.
• Interact with a diverse group of faculty, staff, students, and parents.
• Analytical skills.
• Problem-solving skills.
• Decision-making skills.
• Attention to detail.
• Organizational skills.
• Creativity.
• Verbal and written communication skills.
• Interpersonal skills.
• Work independently and as part of a team.
• Manage stressful situations.
• Maintain confidentiality.
• Work on multiple projects simultaneously, set priorities, and meet deadlines.
• Work tactfully with employees in many school roles and with varied technology skills; translate high workgroup standards for professional performance and conduct into meaningful action with users, peers, and vendors; maintain calm demeanor in stressful problem-solving situations.

Working Conditions

• Carry or lifts loads of at least 5 lbs. and up to 25 lbs.
• Sit for up to 2 hours.
• Move around building/classrooms to interact with  staff, faculty, and extended community.

Application Documents

• Resume/CV (required)
• Cover Letter (required)
• Professional References Contact Information (3)(required)

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

40

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Hourly

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FLSA Status

Non-Exempt

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Pay Range

$20.55 - $26.59

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

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.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

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.