Technical Support Analyst
The Technical Support Analyst provides a first line of technical support for Museum and Central Administration staff. This position provides remote support, diagnoses hardware and software problems with a professional focus on how remote work is impacted by VPN, internet service providers, consumer grade network hardware and related support scenarios. This position will escalate issues, when appropriate to Technical Support Specialists and other Information Technology staff.
- Provide remote and onsite support to staff for AIC provided hardware, software, and networks maintained by the Information Technology department.
- Documents all support issues in the IT Support ticketing system with written detail, updates and resolutions.
- Monitors and distributes incident tickets to appropriate IT Staff.
- Assists in scheduling computer and peripheral deployments.
- Coordinates time with staff to perform remote support duties such as software installs and troubleshooting Remote Desktop Connection & VPN issues.
- Identify client support trends and the sources of technical problems to prevent future occurrences.
- Assume administrative duties as assigned. examples: maintaining equipment inventory, creating documentation, providing tracking and equipment delivery status to clients
- Associate's degree in Computer Science, or equivalent work experience.
- Extensive experience with remote support of Windows and Mac OS.
- Understands the function and system requirements of standard software suites used by the Art Institute such as Microsoft Office, Adobe Creative Suite, and Google Workspace.
- Knowledge and understanding of Active Directory domain structures and practices.
- Specialized knowledge of home networking configurations to troubleshoot remote staff connectivity issues.
- Experience with supporting endpoints using MDM & software distribution services such as JAMF or SCCM.
- Demonstrates excellent verbal and written communication skills.
- Able to work independently and collaborate well with a larger team to ensure efficient issue resolution.
**Please apply at: www.artic.edu/careers **
Becoming vaccinated against COVID-19 is the most important contribution we as individuals can make to ensure our own safety and the safety of our museum and school community. All employees must complete an attestation and provide proof of their vaccination status, or request a medical or religious exemption within the first week of employment.
The Art Institute of Chicago is an equal opportunity, equal access employer fully committed to achieving a diverse and inclusive workplace. We believe in a staff culture that benefits from a wide range of experience, backgrounds, and career paths, and we encourage nontraditional candidates to apply.