What are the responsibilities and job description for the Support Technician (Research Technology) position at Chapin Hall at the University of Chicago?
Support Technician (Research Technology)
Remote
Full Time
Remote
Full Time
Chapin Hall is seeking an experienced Support Technician who will work collaboratively with Chapin Hall staff. This position will report directly to the Senior systems Administrator and allows for remote work with travel at least twice a year for in-person all staff meetings.
Under the direction of the Director of Research Technology, Chapin Hall is seeking a full-time, permanent Support Technician who will be responsible for providing Help Desk support to end users as it relates to the set-up, configuration, installation, repair, updating/patching, maintenance, and support of office computer hardware (computers, laptops, printers, etc.). Interface with vendors to manage endpoint hardware lifecycle. The Support Technician also provides Help Desk services (installation, troubleshooting, and/or support) as it pertains to non- desktop hardware issues, including software applications, VOIP and Soft phones, personal mobile phones etc.; provides audio/visual assistance and services, for in person meetings and will also perform basic network user administration functions, as required.
Responsibilities
- Provide Level 1 and Level 2 Help Desk end user support as it relates to the set-up, configuration, deployment/installation, repair, updating/patching, and maintenance of endpoint hardware (PC's, Macs, laptops, printers, etc.) and other equipment (personal mobile devices).
- Oversee the set up and operation of webcasts, all-staff meetings, or other large virtual meetings.
- Assist in the setup, operation, and maintenance of audio/visual equipment and respond to end user requests for audio/visual services for in-person meetings.
- Maintain an inventory of desktop hardware, peripherals, and other equipment to ensure that enough quantities of equipment are on-hand with vendor.
- Oversee the cycling of hardware and peripherals and the disposal or recycling of obsolete equipment, in partnership with vendors.
- Provide support for basic network system administration (new user accounts, password resets, folder permissions, etc.) and other Help Desk requests, as required.
- Install and update all approved software for users.
- Provide support for common business software (e.g. MS Teams and Office 365, SharePoint, Zoom, Cisco Anyconnect)
- Make recommendations to the Director of Research Technology for improvements (hardware and software) to the overall desktop computing and network environment based upon study and analysis of the current environment and the latest developments in the industry.
- Actively use the Research Technology Services Help Desk system for the purposes of identifying, addressing, and resolving Help Desk requests.
- Perform technology orientation for new employees.
- Conduct regular training for end users on common best practices, and use of common software.
- Performs other duties as assigned.
QUALIFICATIONS
- Bachelor's Degree in Computer Science or related field, or related experience required.
- Minimum of three (3) years of experience in providing end user support, troubleshooting, break/fix and maintenance services for computer hardware and equipment (including but not limited to desktop and laptop computers (PC's and Macs), printers, peripherals, etc.) as well as basic software and other support services, is required.
- Must be willing to work expanded hours with on-call weekends.
- Evidence of A or other related technical certifications is preferred.
- Experience providing remote support is preferred.
- Experience in the operation, deployment, support, repair, and maintenance of the following hardware and platforms is required:
- PCs (Windows 10/11)
- Macs (Mac OS X)
- Mobile devices (iOS and Android)
- Laptops (Windows and Macs)
- Printers
- Associated peripherals
- Experience providing end user support for Microsoft Office Professional products; Office 365, Ctirix, GoToMeeting and Adobe Acrobat is required.
- Experience with performing basic network system administration (new user accounts, password resets, folder permissions, etc.) and Microsoft Active Directory (including Windows security/permissions and printing) is required.
- Experience with trouble ticket systems like ServiceDesk is strongly preferred.
- Experience with Manage Engine Endpoint Central is strongly preferred.
- Experience in the operation, maintenance, and repair of mobile phones and other devices, including iPhones, iPads, etc., is strongly preferred.
- Experience with laptop imaging and software deployment tools is strongly preferred.
- Experience with the following software products is preferred:
- The Microsoft Office 365 application suite, including SharePoint and OneDrive.
- CrashPlan backup software
- Zoom, Microsoft Teams and related communications technologies.
- Statistical analysis software packages such as R (R Studio), SAS, Stata, ArcGIS; etc.
- Experience in the setup, and operation of audio/visual equipment (including video conferencing equipment and software, projectors, microphones, digital cameras and webcams etc.) is preferred
- Strong verbal and written communication skills; basic end-user training skills and experience; strong interpersonal skills; a commitment to quality and providing exemplary customer service; and the ability to work independently with minimal supervision are required.
MINIMUM PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to remain in a stationary position for extended periods of time.
- Must be able to operate a computer extensively for four (4) or more hours per day.
- Must be able to travel locally and out of state occasionally.
Pre-employment background checks are required for all Chapin Hall positions.
Formal expressions of interest are accepted online only. A cover letter, resume, writing sample, and reference contact information are required to be considered for this position.
Individuals in need of reasonable accommodations to complete the application process should contact Human Resources by calling (773) 256-5157, or by sending an email to recruiting@chapinhall.org.
Chapin Hall is an Affirmative Action, Equal Opportunity Employer that values and actively seeks diversity in its workforce. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, sex, genetic information, marital status, sexual orientation, gender identity or expression, citizenship, citizenship status, pregnancy or maternity, national origin, status as an individual with disability, ancestry, protected veteran status, or any other status protected by protected by law.
Regarding the salary range:
Chapin Hall adheres to a competitive market-aligned salary structure for all its administrative, policy, and research roles. Starting salaries within posted ranges are determined by the Chapin Hall Human Resources Department using a consistent, rigorous, and equitable review process.
Chapin Hall at the University of Chicago is an Affirmative Action, Equal Opportunity Employer that values and actively seeks diversity in its workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, genetic information, marital status, sexual orientation, gender identity or expression, citizenship, pregnancy or maternity, national origin, status as an individual with disability, age, ancestry, protected veteran status, or any other status protected by applicable federal, state or local law.