Helpdesk Associate

Position Summary 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. Key Responsibilities 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. Qualifications Required 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. Work Arrangement, Compensation & Benefits 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. 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

Benefits:

401(k) Dental insurance Health insurance Health savings account Paid time off Professional development assistance Retirement plan Vision insurance

Work Location:

In person