Desktop Support Technician

Department
 

Harris User Support

About the Department
 

Why Policy? For a better world. Why Harris Public Policy? Because when it comes to better policymaking, evidence matters. We work at the frontiers of data collection and analysis, using the latest technology and social science methods to design policies that work for society. We conduct rigorous inquiry in an environment of innovation and risk taking. We collaborate across the private, public, and nonprofit sectors, adopting new methodologies to drive better solutions. We engage with our city, our world, and our leaders every day to evaluate and test our ideas. And we lead with our passion for driving social change, knowing that passion alone does not equal impact.

Job Summary
 

The Harris School of Public Policy is looking for passionate and motivated professionals who can go above and beyond to solve problems and care about making an impact. We are seeking a Help desk support professional with exceptional customer service skills to join our technical support team. The successful candidate will have excellent interpersonal skills and enthusiasm to learn and help. The Help desk professional will support client’s real time requests and will have demonstrated knowledge in applicable systems.
Under general supervision, this position provides second-tier support to end users for PC's, Mac's, Tablets, Servers, Mobile devices, database connectivity, desktop applications, and associated hardware. Handles problems that the Service Desk Specialist is unable to resolve or technician assistance is requested. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

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.    
• Guides end users through troubleshooting procedures.
• Provides friendly, courteous, and quality IT support to all clients.
• Meets or exceeds performance goals.
• Grows professionally through on-going training, certification programs, and continued learning.
• 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).

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Work Experience:

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

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Certifications:

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Preferred Qualifications

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.
• Experience with various computer related technologies.

Preferred Competencies

• 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.
• Excellent decision making and problem-solving skills.
• Effective time management skills.
• Excellent organizational skills with emphasis on detail and follow-through.
• 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.
• Ability to demonstrate initiative in the resolution of problems.

Working Conditions

• This position directly supports students, faculty, and staff, and is required to work on-site 5 days per week.

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
 

Information Technology

Role Impact
 

Individual Contributor

FLSA Status
 

Non-Exempt

Pay Frequency
 

Biweekly

Scheduled Weekly Hours
 

37.5

Benefits Eligible
 

Yes

Requires Compliance with University Covid-19 Vaccination Requirement
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

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.