Help Desk Analyst

University of Chicago•Chicago, IL

1d•$30 - $34•Hybrid

About The Position

The Help Desk Analyst is the first point of contact for technology support at the University of Chicago Booth School of Business, serving students, staff, faculty, and alumni. As part of a single-point-of-contact service desk, the Analyst provides Tier 1 and some Tier 2 support through phone, email, chat, walk-in, voicemail, and self-service channels, and owns requests through resolution and follow-up. The role also improves service desk operations by documenting solutions, using approved AI and automation tools, identifying recurring issues, and supporting administration of identity, device, and application platforms. The Analyst supports the student computer lab, front desk, classroom and hybrid-meeting technology, and participates in an on-call rotation for off-hours support. The position is expected to work at least three days per week in the office, primarily at the Hyde Park campus and occasionally at the downtown Gleacher Center campus. The primary schedule is 7:30 AM to 4:00 PM, with occasional other schedules as needed. Off-hours support is expected about once a month. The role is an individual contributor, scheduled for 37.5 hours per week, hourly and non-exempt. The pay range is $30.00–$34.00 per hour. This position is not eligible for employer-sponsored employment authorization.

Requirements

Vocational training, an apprenticeship, or equivalent experience in a related field; a four-year degree is not typically required.
Five to seven years of work experience in a related job discipline.
Ability to provide end-user hardware and software support and guide users through troubleshooting procedures.
Ability to set up, install, and configure desktop hardware and software in accordance with internal controls, policies, and standards.
Ability to coordinate and implement updates to network hardware, software systems, and applications.
Ability to maintain accurate and complete ticket records and follow University and Booth information-security, data-handling, and privacy practices.
Ability to participate in on-call, off-hours help desk support about once a month.
Availability to work at least three days per week in the office, primarily on the Hyde Park campus and occasionally at the downtown Gleacher Center campus.

Nice To Haves

Bachelor’s degree.
Help desk or technical support experience in a customer-facing environment.
Experience in higher education or professional services.
Relevant certification such as CompTIA A+, Network+, or Security+; Microsoft MD-102 or SC-900; ITIL 4 Foundation; or HDI Support Center Analyst.
Proficiency with Microsoft 365 applications and web-based collaboration tools.
Proficiency with user-account administration, password and MFA resets, and basic network troubleshooting, including Wi-Fi, VPN, and DNS/DHCP concepts.
Proficiency with an IT service management or ticketing system and strong documentation habits.
Familiarity with TeamDynamix or a comparable ITSM platform.
Familiarity with identity and access management such as Microsoft Entra ID or Active Directory, and endpoint management tools such as Kandji and Jamf.
Understanding of printer and lab management and audio/visual or hybrid-meeting equipment.
Understanding of generative AI tools for technical work and data privacy considerations when using them.
Working knowledge of Windows and macOS, including configuration, troubleshooting, and software deployment.
Excellent verbal and written communication skills, including explaining technical concepts to non-technical users.
Strong customer-service orientation, problem-solving, multitasking, and organizational skills.
Ability to learn new technologies quickly, including AI-enabled tools, and adapt to changing priorities.
Ability to work under pressure and meet deadlines.

Responsibilities

Receive, log, prioritize, and resolve technology support requests across phone, email, chat, walk-in, voicemail, and self-service portal channels.
Provide support for network and Wi-Fi connectivity, Windows and Mac computers, printers, mobile devices, applications, audio/visual and hybrid-meeting technology, and other requests.
Resolve issues at first contact when possible; own tickets through resolution, user follow-up, and confirmation that issues are fixed.
Escalate unresolved or complex issues to Tier 2 or specialist teams with complete handoff notes, and immediately escalate urgent or high-impact incidents to the Help Desk Team Lead.
Manage the open ticket queue, meet service-level targets, and proactively update users on request status.
Communicate with users about outages, maintenance, upgrades, and new services.
Create, modify, and disable user accounts; manage group memberships, licenses, and access requests in accordance with policy and least-privilege principles.
Perform MFA enrollment and resets, password resets, and SSO troubleshooting while following identity-verification procedures.
Provide front-line administration and support for applications and collaboration platforms, including Microsoft 365, Zoom, and learning and classroom technology.
Enroll, configure, provision, and support computers and mobile devices using departmental imaging tools; maintain hardware and software inventory records.
Complete onboarding and offboarding checklists for students, staff, and faculty accurately and on time.
Create and maintain knowledge-base articles and document reusable solutions.
Use approved AI tools to support troubleshooting research, ticket summaries, user communications, and knowledge-article drafting; verify outputs and follow privacy and acceptable-use policies.
Identify recurring ticket issues and trends; recommend and help implement fixes, scripts, workflow automations, canned responses, and self-service improvements.
Contribute to problem management, root-cause analysis, and post-incident reviews as requested.
Provide feedback on virtual-agent, chatbot, and AI-assistant responses and assist users in adopting new technology and approved AI tools through guides, support, and training.
Participate in software and operating-system rollouts, hardware refresh cycles, and lab and classroom upgrade projects.
Triage phishing and suspicious activity, take initial containment steps under established procedures, and promptly escalate suspected security incidents.
Follow and reinforce University and Booth information-security, data-handling, and privacy practices, and complete required security awareness training.
Monitor and support PCs, printers, and software in the student computer lab, resolving lab printing and equipment issues.
Provide front-desk support, including loaner equipment, walk-up assistance, and classroom and hybrid-meeting technology support.
Use monitoring and ticketing tools to track incidents, produce daily reports, and maintain accurate and complete ticket records.
Share knowledge with teammates and help train new analysts and student workers as assigned.
Participate in the on-call rotation for off-hours help desk support.
Perform end-user hardware and software support with limited direction; guide users through troubleshooting, recreate straightforward problems, and recommend system modifications to reduce user problems.
Develop troubleshooting scripts and provide technical assistance with desktop hardware and software setup, installation, and configuration in compliance with internal controls, policies, and standards.
Coordinate and implement updates to network hardware, software systems, and applications; maintain technical skills; refer complex problems to the Supervisor; and research computer products and systems and make recommendations to management.
Perform other related work as needed.