IT User Support Service Desk Support Tech

University of Chicago • Chicago, IL

2d • $69,020 - $89,320

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 works independently to solve complex end user issues regarding hardware, site licensing, software and networking. Uses best practices and IT knowledge to guide customers through the installation of applications and computer peripherals. Deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers. Responsible for all matters concerning desktop and laptop operations with the Social Sciences Division and NORC Academic Research Areas. Satisfy the advanced desktop support needs of a diverse group of faculty, researchers, and staff (around 400) in the Social Sciences Division.

Requirements

• Minimum requirements include a college or university degree in related field.
• Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
• Ability to manage time well required.
• Ability to work independently and as part of a team.
• Ability to problem solve in a pressured environment required.
• Ability to communicate effectively both orally and in writing required.
• Ability to relate well to diverse faculty, staff and students.
• Ability to bend, stoop, crouch, etc. required.
• Ability to lift, pull, push up to 25-50 pounds required.
• Broad understanding of hardware and software installation and troubleshooting in a desktop computing environment required.
• Understanding of network connectivity and ability to troubleshoot connectivity problems.
• Understanding of PC/Mac software, operating systems and applications, networks, and hardware required.
• Understanding of Microsoft Office Suite, email clients, and browsers.
• Excellent decision making and problem solving skills required.
• Effective time management skils.
• Excellent organizational skills with emphasis on detail and follow-through.
• Excellent listening skills with the ability to empathize and focus on client service required.
• Ability to effectively oversee the work of others.
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.
• Ability to maintain strictest confidentiality when working with sensitive information.
• Ability to demonstrate initiative in the resolution of problems.
• Resume (required)
• Cover letter (required)
• References (required)

Nice To Haves

• Bachelor's degree or higher in a related technical area or equivalent technical training/experience.
• Bachelor's degree in Computer Science.
• User support experience, troubleshooting hardware and software problems.
• Experience either acting as a lead or overseeing the work of others, preferably in an IT support role.
• Experience in a multi-platform network environment including mail service and client support, backup and restore technologies, Macintosh and PC communications software support, and various graphical user interfaces.
• Experience managing networked servers and workstations with knowledge of TCP/IP network services, system utilities, hardware installations, and OS installation preferred.
• Direct experience with GIS.
• Experience with web server administration.
• Familiarization with UNIX/LINUX systems.
• Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server).

Responsibilities

• Assist in the deployment, configuration, maintenance, operation, back-up and renewal of over 800 systems consisting of PCs Macs and Linux systems
• Support is provided in over fourteen buildings on campus with desktop support staff offices located in over half of these buildings
• Supervises part-time desktop support technicians and temporary employees
• Studies and analyzes system needs, handles troubleshooting, and provides quality assurance review of user systems
• Consults, trains, advises, documents, and informs faculty, staff, and students regarding information technology infrastructures, products and services
• Typically performs time estimates and regularly reviews status of projects
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees