Executive Support Specialist

Department
 

F&A ITS - 4EXEC

About the Department
 

IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. • We provide secure, stable, and reliable infrastructure and applications to support the mission of the University. • We support and enable faculty research and teaching with the effective use of technology. • We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. • We identify, manage, and mitigate the technology risks of the University.

Job Summary
 

This role is responsible for routine assignments related to Executive and C-suite clients. It performs analyses and assists in a variety of IT support activities including, but not limited to, troubleshooting hardware and software issues, mobile device configurations, hardware deployment and AV support. Additionally, this position will maintain customer relationships, day-to-day operations and projects for Executive Support clients. Specialists will need to efficiently manage their ticket queues and troubleshooting within SLA guidelines.

Responsibilities

• Under general supervision, provides first-tier and second-tier support to executive end users for PC, laptop, mobile device applications, A/V, and hardware deployment.
• May interact and collaborate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems such as the installation of network hardware, communications wiring, wireless telecommunications facilities, communications software, and other network components.
• Provides support to executive end users for problem resolution; develops troubleshooting scripts for the 4EXEC; provides technical assistance in setup, installation, and configuration of end user hardware and software in compliance with internal controls, policies, and standards.
• Performs upgrades to hardware and software. Recommends systems modifications to reduce user problems.
• Researches and analyzes end-user products and systems available in the marketplace and makes recommendations to management.
• Coordinates with other IT Services and third-party resources for all IT support offerings for University senior management and their offices. Develops, implements and manages global travel support program for executive clients.
• Manages customer relationships with executive support clients.
• Fosters collaboration within the Desktop Services Team to determine optimal configurations, discuss efficient applications, share support techniques, and ensure that staff keep abreast of new technologies. Works with other IT Services teams (e.g.: Leasing, Desktop Support, Service Desk Team, etc.) to discover common challenges in the desktop configurations and shares ideas to provide solutions for executive support clients. Works with Voice Services to keep abreast of the latest mobile device technologies and provide solutions.
• Manages day-to-day operations and projects for executive support clients.
• Provides executive technical support during standard business hours, 8 a.m. CST – 5 p.m. CST.
• Assists with after hours executive support on an on-call basis.
• Ensures service level objectives are consistently met for Executive Support clients and tracks individual performance using standard support metrics.
• Analyzes the current computing environment and proactively makes recommendations to improve the environment. 
• Escalates high profile incidents or problems to Team Lead initially, and Desktop Support Manager if required.
• Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge.
• Coordinates and completes support project tasks including setting deadlines, monitoring and summarizing progress.
• Identifies, logs, analyzes, and manages potential and actual issues, risks and actions under the direction of the Team Lead and Desktop Support Manager.
• Participates in discussions with Desktop Services and other IT teams on vendor support and manages vendor relationships as a contact for vendor representatives of hardware, software and operating systems.
• Maintains industry standards and stay abreast of new software, solutions, releases, product enhancements.
• 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.
• Provides technical guidance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include a college or university degree in related field.

---
Work Experience:

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

---
Certifications:

---

Preferred Qualifications

Experience:

• Three years of experience in public sector, legal, and education.
• Three to five years experience in higher education.

Certifications:

• Apple Certified Support Professional certification for OSX 10.15.
• Microsoft 365 certifications in fundamentals or equivalent.

Technical Skills or Knowledge:

• Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment.
• Understanding of network connectivity and ability to troubleshoot connectivity problems.
• Understanding of PC/Mac software, operating systems and applications, networks, and hardware.
• Understanding of Microsoft Office Suite, email clients, and browsers.

Preferred Competencies

• Excellent decision making and problem solving skills..
• Effective time management skills.
• Excellent organizational skills with emphasis on detail and follow-through.
• Outstanding listening skills with the ability to empathize and focus on client service.
• Communicate technical information to a non-technical audience in a clear and coherent manner.
• Maintain the strictest confidentiality when working with sensitive information.
• Demonstrate initiative in the resolution of problems.
• Work independently, with minimal supervision, including nights and or weekends as required by project deadlines or other work that is essential to the job.
• Assess the IT needs on a proactive (vs. reactive) basis and provide recommendations for future technology for the University.
• Accountability - proven track record in owing up to commitments and highly self-motivated.  Take ownership of tasks and has ability to make responsible decisions.  Promotes a sense of urgency and collaborates with team members effectively to establish high performance standards.
• Customer Focused - takes the initiative to represent the user and performs daily work to improve the overall end user experience.   Anticipates customer’s needs and consistently provides services above customer’s expectations.
• Executive Presence - conducts one’s self in a consistent highly professional manner always aware of the level of responsibility held by the customers this position will support.  Delivers a very positive first impression through neat appearance and clear speech.  
• Written and verbal communication is delivered in a concise, crisp and clear manner.  
   

Working Conditions

• On-call responsibilities.
• Operate vehicles/drive motorized equipment.
• Outdoor weather exposure.
• Office environment.

Application Documents

• Resume/CV (required)
• Cover Letter (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
 

Exempt

Pay Frequency
 

Monthly

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
 

Yes

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.