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.
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.
â‹Work experience in an educational institution (K-12, Higher Ed) or not-for-profit community service organization.
Experience in a customer service environment.
Licenses and Certifications:
Certificate of 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.
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.
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.
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)
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 the Applicant Inquiry Form.
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