OVERVIEW

Reports to: Director of Information Technology

Salary: Competitive Salary and Benefits

Location: Chicago, IL

WE ARE ACERO

Reporting to the Director of Information Technology, the HelpDesk Technician is the first point of contact in providing exceptional customer service in supporting Acero Schools staff's technical needs.

JOIN OUR TEAM 

• A team of problem solvers who find joy in developing solutions.
• A team of compliance-driven individuals who contribute to, respect and serve in our communities.
• A team who embodies the values of achievement, community, equity, resilience and optimism.

CORE RESPONSIBILITIES

• Resolves common issues with end-user technology, including laptops, desktops, tablets, mobility devices, A/V equipment and printers.
• Refurbishes and repairs end-user technology and identifies all resources required to return equipment to service.
• Actively monitors IT service management software to identify technology incidents and provide a timely response to technology service requests.
• Identifies incidents requiring expedited resolution and escalates incidents to Helpdesk Supervisor when necessary.
• Accepts direction from the Director of Information Technology to prioritize incidents and projects.
• Records accurate and complete documentation of incident resolutions within IT service management software system.
• Maintains accurate and complete documentation of end-user technology equipment within IT asset management software system.
• Communicates incident resolutions to requester and all identified stakeholders.
• Understands and implements procedures for new equipment deployment and inventory equipment redeployment.
• Believes in our ability to create the future we envision.
• Other duties, responsibilities, and special projects as assigned.

QUALIFICATIONS

• Education: Bachelor’s degree (required).
• Certifications: A and Network (preferred).
• Minimum one year of experience working in helpdesk field or related work (preferred).
• Excellent customer service skills.
• Excellent interpersonal skills.
• Excellent problem-solving skills.
• Possess complete integrity and a high sense of personal and professional ethics.
• Valid driver’s license and reliable access to own transportation to travel to different locations (required).
• Must be authorized to work in the United States (required).

PHYSICAL DEMANDS AND WORKING CONDITIONS

The nature of the work requires an ability to operate standard business office equipment, collect, compile and prepare work documents, set-up and maintain work files, and an ability to communicate and exchange information. Physical demands include the ability to stand, bend, reach high and low, stoop, and walk around the classroom 60% of the day. In addition, candidates must be able to lift and/or push and pull 15 to 20 lbs. for short periods of time, and walk up and down stairs several times a day.

Majority of work is performed in a general school environment. Position requires availability for extended hours plus non-traditional hours required to perform job duties. Also requires participation and attendance at organization-sponsored events and meetings.

NOTE: The foregoing list of essential duties and responsibilities is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class.The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Acero Schools is committed to a policy of equal treatment for all individuals. Acero Schools does not discriminate on the basis of race, color, gender, handicap, age, religion, sexual orientation, or national or ethnic origin.

www.aceroschools.org