Helpdesk Associate

Lighthaus Labs is a managed IT services provider based in IL serving independent schools and nonprofits. The IT Helpdesk Associate is a full-time Lighthaus Labs employee assigned to provide dedicated, on-site technology support at a private K-8 school as part of our managed services engagement. As the first point of contact for faculty, staff, and students, the Associate diagnoses and resolves day-to-day hardware, software, connectivity, and device issues and follows each through to timely resolution. The role spans end-user support, device and 1:1 program management, hardware and inventory maintenance, and vendor coordination - delivered to Lighthaus Labs service standards and in close coordination with the School’s Director of Technology., * Serve as the first point of contact for technology support requests from faculty, staff, and students via phone, email, chat, ticket, and in person, providing timely, courteous responses - including appropriate hand-off or escalation for items outside direct IT scope.

• Identify, investigate, diagnose, and resolve problems with software, hardware, peripherals, printing, and connectivity; guide users through troubleshooting and explain technical concepts to non-technical audiences.
• Log, categorize, prioritize, and resolve support tickets within Lighthaus Labs service standards, escalating higher-tier issues to senior engineers with clear context, and maintain accurate system, configuration, and asset documentation (e.g., IT Glue) while following Lighthaus Labs SOPs, escalation paths, and security protocols.
• Maintain the student 1:1 device/tablet program, ensuring devices are in working order and coordinating repairs with hardware vendors.
• Image, configure, enroll, and deploy devices through mobile device management tooling (e.g., Apple School Manager, Jamf, Intune), and manage year-end collection and start-of-year redeployment.
• Maintain an accurate inventory of all school-owned technology hardware (computers, monitors, network devices, printers, cameras, peripherals, and equipment generally valued over $200), tracking asset tags, serial numbers, assignment, and condition, and support procurement, receiving, tagging, and deployment.
• Support classroom technology, audiovisual equipment, printing, and campus wireless connectivity, and configure, maintain, and support the school’s dismissal and visitor-management system (e.g., SchoolPass, Veracross, Verkada).
• Provide end-user support for identity, email, and collaboration platforms (Microsoft 365 and Google Workspace), and assist with account provisioning and de-provisioning following documented onboarding and offboarding procedures.
• Arrange and coordinate vendor service and warranty work under the direction of Lighthaus Labs and the School’s Director of Technology, and document vendor contacts and escalation paths.
• Provide IT support for summer programs and seasonal cycles, including room technology setup, year-end device collection, and start-of-school readiness.
• Maintain the confidentiality of student, family, staff, and institutional data consistent with School and Lighthaus Labs policies; act professionally; and perform additional duties as assigned.

Do you have experience in macOS?, Do you have a High school diploma or GED?, * High school diploma or equivalent required; an associate’s or four-year degree in IT, computer science, or a related field preferred.

• One or more years of helpdesk, desktop support, or IT support experience.
• Working knowledge of Windows and macOS and of Microsoft 365 and/or Google Workspace at the end-user level, including hardware, software, peripherals, printing, and network troubleshooting.
• Strong analytical, problem-solving, and communication skills; able to explain technical issues to non-technical users and learn new tools quickly.
• Ability to prioritize multiple requests in a dynamic environment, with reliability, accountability, and a strong client-service mindset.
• Successful completion of background checks and any clearances required to work on-site in a K-8 school environment.

Preferred

Experience with a 1:1 device program; MDM (Apple School Manager, Jamf, Intune); school systems (SchoolPass, Veracross); certifications (CompTIA A+/Network+, Microsoft, Apple, Google); MSP experience; and tools such as Kaseya, Autotask and IT Glue., * Schedule & environment. Full-time, on-site during school hours with seasonal flexibility (summer, year-end, start-of-school); requires lifting equipment up to ~50 lbs.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account, * Salary. Anticipated $55,000-$65,000 per year, commensurate with experience; final compensation is determined by Lighthaus Labs.
• Benefits. Competitive benefits for eligible full-time employees, which may include [health/dental/vision, HSA, retirement, paid time off, cell phone reimbursement and professional development - to be finalized].
• Employment. Employed and compensated by Lighthaus Labs and assigned on-site to the client school; not a school employee. Work is coordinated with the School’s Director of Technology and continues per the managed services agreement.

Pay: $55,000.00 - $65,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance