IT User Service Specialist 2

University of Chicago•Chicago, IL

5d•Onsite

About The Position

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.

Requirements

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Nice To Haves

Associate's degree or higher in a related technical area and three years of experience OR five years of equivalent technical training/experience.
Experience with supporting Windows and Apple devices.
Experience in working with active directory.
Experience with and understanding of enterprise class device management solutions and strategy.
Experience or working exposure to Linux.
Experience with or familiarity with network tools (ping, tracert, netstat, etc.).
Experience with or working knowledge of ITSM practices and ITIL concepts.
Experience with and knowledge of VPNs and remote access tools.
Excellent customer service skills.
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 approach challenges as opportunities.
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.
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.
Proficiency in remote support tools.
Basic scripting skills in PowerShell, Bash, or other scripting languages can be beneficial for automation and repetitive tasks.
Ability to recognize and arrange opportunities on training on technical items for end users.
Strong command of security issues.
Ability to assess and identify when a site visit is required and execute proactively.

Responsibilities

Provides in-person, phone, and email support to users of supported departments, sharing phone duties with team members regularly and in a scheduled off-hours rotation.
Recognizes the importance of computer and data security and works with faculty and staff on adhering to the security standards of the organization.
Guides end users through troubleshooting procedures.
Handles multiple concurrent tasks in a competent and professional manner in a fast-paced atmosphere.
Stays abreast of current University, BSD, and Hospital security policies being enforced and ensure supported users and devices are compliant.
Utilizes ITSM platforms like ServiceNow, JIRA, or other helpdesk software; designs custom reports and dashboards within the platforms.
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.
Identifies opportunities for use of solutions to improve support effectiveness.
Contributes to developing new processes to improve efficiency and effectiveness.
Collaborates with colleagues in UCM IT and ITS.
Works with ISO to remediate IT security incidents and requests.
Provides support outside of assigned departments when necessary.
Researches, recommends, and orders software and hardware requested by faculty and staff of supported departments.
Creates and provisions user accounts, email accounts, and necessary access for faculty and staff.
Configures 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.
Works to automate routine tasks.
Participates in the identity and access management of various systems.
Applies an understanding of modern network architecture and concepts beyond basics.
Keeps ticketing system up-to-date with the status off all support requests.
Keeps 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.
Serves as a leader in the creation and maintenance of knowledge articles to support our knowledge centered service.
Works to proactively automate routine tasks either directly using scripting or other tools, or by proactively partnering with other teams.
Solves problems independently with limited direction.
Performs work with a high degree of accuracy and attention to detail, maintaining confidentiality/discretion at all times.
Simulates or recreates a range of straightforward user problems to resolve operating difficulties.
Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
Performs other related work as needed.