IT User Support Service Desk Support Tech

University of Chicago•Hyde Park, IL

2d•$27 - $35

About The Position

Social Sciences Computing Services provides the Social Sciences Division with direct support for research, administrative and teaching technologies and services. The job this position provides second-tier support to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals. With moderate direction from others, deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers. This position provides critical IT and operational support for the Institute for Climate and Sustainable Growth (ICSG) through the Social Sciences Computing Services (SSCS) Operations Support Team. The role supports ICSG’s interdisciplinary research and education mission by assisting faculty, staff, and researchers with technology onboarding, equipment management, user support, and IT security compliance. Working closely with SSCS leadership and Central IT, the position ensures effective coordination of systems, services, and resources that enable the Institute’s climate and sustainability initiatives

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 2-5 years of work experience in a related job discipline.

Nice To Haves

Associate degree in Computer Science or related field.
Demonstrable proficiency in installing and supporting desktop computer software in both Windows and Macintosh environments.
Advanced troubleshooting of Windows 10/11, macOS, and Linux systems.
Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).
Proficiency supporting Microsoft 365 applications (Outlook, OneDrive, Teams, SharePoint, etc.).
Support and troubleshoot hardware (laptops, desktops, printers, mobile devices).
Familiar with ServiceNow IT ticketing systems.
Knowledge of remote support software.
Knowledge of network connectivity and troubleshoot connectivity problems.
Understanding of PC/Mac software, operating systems and applications, networks, and hardware.
Understanding of Microsoft Office Suite, email clients, and browsers.
Strong problem-solving and analytical skills.
Excellent verbal and written communication skills.
Customer-service oriented with a proactive approach to IT support.
Ability to communicate effectively with faculty, researchers, and staff in internal and external organizations.
Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment.
Excellent decision-making skills.
Effective time management skills.
Excellent organizational skills with emphasis on detail and follow-through.
Excellent listening skills, empathize and focus on client service.
Communicate technical information to a non-technical audience in a clear and coherent manner.
Maintain strictest confidentiality when working with sensitive information.
Demonstrate initiative in the resolution of problems.

Responsibilities

Under direction of SSCS Director, ICSG Director of Finance and Operations, Divisional Security Officer, and SSCS Operations Manager, this position implements tools and procedures necessitated to ensure the safety of EUD information systems.
Addresses standardized practices to support Faculty and Staff clients, and to resolve end user device issues.
Communicates effectively with Departmental clients.
Uses standardized tools to support remote and on-premises users.
Builds strong professional relationships with Departmental staff to understand and address ongoing issues through weekly check-ins with stakeholders.
Continually develops skills and knowledge to improve customer service and role.
Communicates with users to understand their security needs and supports the implementation of procedures to accommodate them.
Ensures that user community understands and adheres to necessary procedures to maintain security.
Responsible for accurately documenting practices and standards.
Ensure the integrity of the departmental computing resources and the network, including computer and network security, data integrity, backup procedures, and disaster recovery plans.
Deployment and fine-tuning of systems provisioned within SSCS.
Install, configure, and maintain workstations and desktop computers, plus their peripheral subsystems as directed by users and the Director of Computing Services. This includes personal computer systems running the Windows and Macintosh operating systems.
Provide advice and consultation on all information technology issues, including computer purchasing decisions, technology advice for grant preparations, and interaction with software and hardware vendors as required.
Manage the inventory of computers, laptops, tablets, software, and email distribution lists.
Address end user issues by connecting the users to appropriate resources inside and outside the Division.
Maintain a high level of current technology awareness and training.
Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues.
Provides technical support and advice to members of the University community.
Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal.
Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages.
Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.
Performs other related work as needed.

Benefits

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook .

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