The Chicago Architecture Foundation is a nonprofit organization dedicated to advancing public interest and education in architecture and design. The Chicago Architecture Foundation presents a comprehensive program of tours, exhibitions, lectures, special events, and adult and youth education activities, all designed to enhance the public’s awareness and appreciation of Chicago’s outstanding architectural legacy.

Position Summary: This position will be the primary IT Helpdesk facilitator at CAF. The scope of the IT Helpdesk is to provide technical support and assistance to CAF staff members as well as some Docent operations. Position also contributes to raising the overall digital literacy and effectiveness of all CAF staff members. Continual learning and staying on top of tech industry trends is also an expectation of this position.

IT Helpdesk Duties

• monitor incoming ticket queues; triage and assign per IT Department standard operating procedure.
• manage assigned tickets from start to finish; ticket types may include Tasks, Questions, Problems/Incidents.
• document notes inside of each ticket worked on.
• back-up the Director of IT on after-hours, emergency support calls.

Other Duties

• assist Director of IT in staff training; develop a new hire IT orientation program.
• Desktop/laptop computer lifecycle management.
• Printer maintenance (for non-managed printers).
• CAF cell phone program coordinator/overseer.
• A/V Hardware/management.
• account management (adds/edits/deletes).
• write and refine IT Documentation (procedures, summaries, incident reports, training materials).
• assist Director of IT with basic server and network management.
• Effectively liaise with vendors including: OEM’s, hardware and software resellers, internet and telecommunications carriers.
• Assist Director of IT with budget planning and tracking.
• Participate in various CAF committees/user groups as assigned by the Director of IT.
• Investigate and research new technologies that benefit the organization.

Qualifications / Requirments

• Bachelor’s degree (or higher) in Computer Science or related discipline, and/or at least two years of experience in a similar role combined with an industry certification.
• Ability to communicate effectively with end users of varying degrees of technology proficiency.
• Demonstrated ability to work on multiple tasks of varying priorities and complexities.
• Ability to lift at least 50 pounds.
• Interest and desire to continually improve, keep on top of industry trends, and collaborate with others.

Chicago Architecture Foundation is an Equal Opportunity Employer.