Department
About the Department
Job Summary
This individual reports directly to the Associate Director of Information Technology. This individual will attend to routine service desk requests, largely desktop, laptop and conference room and classroom and mobile device support incidents, including problems and questions related to hardware and software. Broad understanding of Windows and Apple operating systems, Microsoft Office, principles of troubleshooting hardware, software and network problems are fundamental to this position. As important is a compelling motivation to solve people's problems and captivate them happy with a satisfying service experience. Additionally, this individual will assist with the general management of user devices, including verification of up-to-date security patches, ensuring consistent system backups and monitoring encryption status. This individual will have experience managing work through a ticketing system.
Responsibilities
- Responds to incoming calls, voice mails, web-submissions, emails and chat for assistance from clients experiencing technical issues.
- Troubleshoots, analyzes, resolves, tracks, escalates and accurately documents various technical problems and resolutions (i.e. software, hardware and client specific applications).
- Documents client issues in various call tracking systems to manage your queue, provides post resolution follow-up, and identifies issue trends communicating them to the team.
- Assists with advanced troubleshooting for special projects as directed.
- Pursues, recommends, and implements new methods, processes, and materials/equipment for improvement.
- Provides friendly, courteous, and quality IT support to all clients.
- Manages all special projects and other duties as assigned.
- Meets or exceeds performance goals.
- Grows professionally through on-going training, certification programs, and continued learning.
- Guides 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.
- Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.
- Performs other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include a college or university degree in related field.---
Work Experience:
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Certifications:
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Preferred Qualifications
Education:
- Bachelor's degree or higher in a related technical area or certificate (A+, Network+, MCP, CCENT, CCNA) or equivalent experience in IT.
Technical Skills or Knowledge:
- Knowledge in Microsoft Office 365.
- Knowledge in Windows 10 and macOS Operating Systems.
- Knowledge in mobile management including iOS and Android.
- Knowledge in video/audio conferencing tools (i.e, Zoom).
- Knowledge of Active Directory and user account management.
- Exceptional customer troubleshooting support.
Preferred Competences
- Experience with Dell and Apple laptops.
- Experience with remote device management tools (e.g., Microsoft Endpoint Configuration Manager, Jamf).
- Experience managing encryption in Windows and MacOS.
- Experience with client-server backup software and practices, particularly cloud based.
- Experience in troubleshooting and supporting Mobile devices.
- Experience utilizing a ticketing system to track requests.
- Experience supporting a diverse user base.
Application Documents
- Resume/CV (required)
- Cover Letter (required)
- Professional References Contact Information (required)
When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.
Job Family
Role Impact
FLSA Status
Pay Frequency
Scheduled Weekly Hours
Benefits Eligible
Requires Compliance with University Covid-19 Vaccination Requirement
Drug Test Required
Health Screen Required
Motor Vehicle Record Inquiry Required
Posting Statement
Employees must comply with the University’s COVID-19 vaccination requirements. More information about the requirements can be found on the University of Chicago Vaccination GoForward .
The University of Chicago is an Affirmative Action/ Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected 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.
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