The Art Institute Of Chicagoposted 5 months ago
Full-time • Entry Level
Chicago, IL
Museums, Historical Sites, and Similar Institutions

About the position

The Help Desk Specialist - Technician at The Art Institute of Chicago provides essential technical support to faculty and students, focusing on troubleshooting and maintaining Macintosh and PC computers. This role involves assisting users with hardware and software issues, ensuring timely resolution of technical problems, and promoting awareness of Help Desk services. The position requires flexibility in working hours, including potential evening shifts, to accommodate the needs of the institution.

Responsibilities

  • Provide or facilitate 1st and 2nd tier support for hardware, system software, 3rd party application and networking problems for Macintosh and PC usage.
  • Diagnose hardware issues and recommend next steps.
  • Assist students and faculty with installation and maintenance of computer hardware, software and related equipment.
  • Ensure that calls to the Help Desk are addressed in a timely and effective manner.
  • Participate in SAIC Orientation laptop training sessions and software updates.
  • Provide support related to SAIC online accounts, such as password resets and LDAP maintenance.
  • Participate in outreach efforts to promote awareness of Help Desk services and resources.
  • Conduct training sessions on computer maintenance and networking, and SAIC Canvas usage.
  • Identify sources and trends of technical problems to help reduce future occurrences.
  • Maintain CRIT inventory database for assets and services.
  • Use Salesforce web interface to track end-user tickets and assets.
  • Assist with creating reports of support statistics.
  • Advise on suitable hardware models, software titles, vendors and services.
  • Meet regularly with other CRIT staff to discuss projects and encourage effective communication and teamwork.
  • Participate in ongoing planning to meet the school's technology requirements.
  • Keep abreast of developments in educational and service technologies.

Requirements

  • 1 - 2 years experience servicing Macintosh/Apple products preferred.
  • Previous bench tech experience preferred.
  • Current Apple Certifications such as ACMT A+ etc. highly desirable.
  • Intermediate knowledge of MacOS and Windows Operating Systems preferred.
  • Intermediate knowledge of Adobe Creative Cloud, Apple pro apps, Microsoft Office 365 and other commonly used applications on both platforms preferred.
  • Extensive knowledge of computer peripherals such as adapter/hubs, CD/DVD burners, scanners, printers, and cameras preferred.
  • Working knowledge of Active Directory structures and policies, and personal computer networking procedures preferred.
  • Demonstrate time management skills and autonomous problem solving capabilities.
  • Strong communication, writing, and organizational skills.

Nice-to-haves

  • Experience with Salesforce web interface for tracking tickets and assets.
  • Familiarity with educational and service technologies.

Benefits

  • Paid holidays
  • Health insurance
  • Dental insurance
  • Paid time off
  • Vision insurance
  • Employee discount
  • Retirement plan
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