IT User Service Specialist 2

Department
 

BSD BIS - Device Support Services - Clinical Team 1

About the Department
 

About the Department
The University of Chicago Biological Sciences Division (BSD) contains all elements of academic medicine. Basic and translational research, education, and patient care come together in a single campus. Its mission is to create new knowledge of living systems, train the next generation of leaders in biology and medicine, and advance the forefront of health through innovative patient care. The Biological Science Division is divided into 10 basic science and 13 clinical departments that provide academic homes for nearly 900 full-time faculty. The BSD Information Technology team provides advanced, secure technologies and services to enable clinical, translational, and basic science research. As part of the BSD Information Technology team, the Device Support Services (DSS) team services 10,000 Endpoints/Mobile Devices for 4,000 faculty and staff.

Job Summary
 

Under general supervision, this position provides IT support to end users for Windows PCs, Macs, printers, mobile devices, desktop applications, and other associated hardware. This position may support one or more departments. May interact with University IT (IT Services) and/or University of Chicago Hospital IT (UCM IT) to restore service and/or identify and correct core problems. Will work independently within the assigned area while also working collaboratively with a team of other technicians assigned to other areas.

Responsibilities

Interpersonal Skills

• Provide in-person, phone, and email support to users of supported departments.

• Recognizes the importance of computer and data security and will work with faculty and staff on adhering to the security standards of the organization.

• Guides end users through troubleshooting procedures.

• Shares phone duties with other team members both during the day and scheduled off-hours rotation.

• Maintain confidentiality/discretion at all times.

• Handle multiple concurrent tasks in a competent and professional manner in a fast-paced atmosphere.

• Excellent listening skills with the ability to empathize and focus on client service.

• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.

Knowledge

• Stay abreast of current University, BSD, and Hospital security policies being enforced and ensure supported users and devices are compliant.

• Has a working knowledge of ITSM practices and ITIL concepts.

• With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures.

• Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.

Continuous Improvement

• Ability to identify opportunities for use of solutions to improve support effectiveness.

• Contribute to developing new processes to improve efficiency and effectiveness.

Collaboration

• Collaborates with colleagues in UCM IT and ITS.

• Works with ISO to remediate IT security incidents and requests.

Technology

• Research, recommend, and order software and hardware requested by faculty and staff of supported departments.

• Create and provision user accounts, email accounts, and necessary access for faculty and staff.

• Configure applications and endpoints to access university systems and resources.

• Provides support to end users in problem resolution for both Windows and Apple systems.

• Performs upgrades to hardware and software.

• Supports printing and other peripheral computing devices.

• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Works to automate routine tasks.

• Participates in the identity and access management of various systems.

• Some Linux experience/working exposure.

• Experience with supporting Windows and Apple devices.

• Experience in working with active directory.

• Understanding of modern network architecture and concepts beyond basics.

Tactical/Strategic Thinking

• Keep ticketing system up-to-date with the status off all support requests.

• Keep inventory system up-to-date with all deployed computing asset information.

• Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Is a leader in the creation and maintenance of knowledge articles to support our knowledge centered service.

• Solve problems independently with limited direction.

• Work accurately with attention to detail.

• Experience with and understanding of an enterprise class device management solutions and strategy.

Other Duties

• With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Coordinates and implements updates to network hardware, software systems, and applications. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management.

• Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

---
Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

---
Certifications:

---

Preferred Qualifications
 

Education:

• Associate's degree or higher in a related technical.

Experience:

• Five years of equivalent technical training/experience.

Technical Skills or Knowledge:

• Understanding of network protocols, troubleshooting network connections, and configuring devices to work on different networks.

• Strong understanding of major operating systems such as Windows, macOS, Linux, iOS, and Android.

• An understanding of Mobile Device Management (MDM) and Enterprise Mobility Management (EMM) solutions like Jamf, Microsoft Intune, VMware Workspace ONE, etc.

• Strong understanding of major processes at UChicago such as IAM, security protocols, etc.

• Strong experience with ITSM platforms like ServiceNow, JIRA, or other helpdesk software. Ability to design custom reports and dashboards within the platform.

• Proficiency in remote support tools.

• Basic scripting skills in PowerShell, Bash, or other scripting languages can be beneficial for automation and repetitive tasks.

• Familiarity with network tools (ping, tracert, netstat, etc.).

• Knowledge of VPNs and remote access tools.

Preferred Competencies

• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.

• Familiarity with network connectivity and ability to troubleshoot connectivity problems.

• Maintain confidentiality/discretion at all times.

• Understanding of Microsoft Office Suite, email clients, and browsers.

• Excellent listening skills with the ability to empathize and focus on client service.

• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.

Working Conditions

• Administrative offices, wet and dry labs, and clinical areas.

• Work on-site.

Application Documents

• Resume (required)

• Offer Letter (preferred)

When applying, the document(s) MUST  be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
 

Information Technology

Role Impact
 

Individual Contributor

FLSA Status
 

Non-Exempt

Pay Frequency
 

Biweekly

Scheduled Weekly Hours
 

40

Benefits Eligible
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

Posting Statement
 

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu . Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.