Operations Center Technician

University of Chicago•Chicago, IL

5d•Hybrid

About The Position

The Operations Center Technician monitors University data center systems, servers, and networking infrastructure, responds to alarms and service requests, and provides technical support to University faculty, staff, and students. Under close supervision, the technician resolves common issues, triages problems, escalates complex matters to senior team members, and develops foundational monitoring, support, and troubleshooting skills. The role involves monitoring and controlling computer systems and peripheral equipment; responding to service desk calls and environmental alarms; monitoring campus networks and phone systems; reporting conditions identified by building automation monitors; and operating high-speed printers. The technician performs basic administrative work on Network, Windows, and/or UNIX platforms, documents operational findings, supports basic backup and restoration procedures, and helps coordinate support teams during outages. Work is performed according to the computer operations schedule and may include an irregular schedule and on-call responsibilities. The position requires vocational training, an apprenticeship, or equivalent related experience, with knowledge and skills typically developed through fewer than two years of related work experience. Preferred qualifications include relevant technical education or training, IT help desk or customer service experience, experience documenting processes, and familiarity with monitoring software, mainframe operations, and related technical tools. The work is onsite and hybrid as business needs determine, in a standard office environment that may be noisy.

Requirements

Vocational training, an apprenticeship, or equivalent experience in a related field.
Knowledge and skills typically developed through fewer than two years of work experience in a related job discipline.
Ability to work with limited direct supervision.
Ability to communicate technical information clearly to non-technical audiences.
Sufficient writing skills to produce understandable status and problem reports.
Ability to comprehend written instructions for installing computer equipment in data center rack spaces.

Nice To Haves

Associate degree or higher in a related technical area, or equivalent technical training or experience.
At least two years of experience in IT help desk and/or customer service.
At least two years of experience documenting job function processes and procedures.
Background monitoring software such as Metasys, DX Spectrum, StruxureWare, Sunbird, Nagios, or similar.
Mainframe computer operator experience.
Technical certification or pursuit of certification in hardware, Windows/Apple operating systems, networking, Windows administration, Linux administration, or related technologies, such as N+, MCP, or Apple Support.
Knowledge of network connectivity and ability to troubleshoot connectivity problems.
Skill with PC/Mac software, operating systems and applications, networks, and hardware, including installation and troubleshooting in a desktop computing environment.
Skill with Microsoft Office Suite, including Word, Excel, and Visio, as well as email and browsers.
Familiarity with automated job schedulers such as CA/Cybermation ESP.
Ability to maintain strict confidentiality when working with sensitive information.
Excellent decision-making and problem-solving skills.
Initiative in addressing issues.
Ability to listen to customer concerns, demonstrate empathy, and remain humble during customer interactions.
Proactive, resourceful, detail-oriented approach and effective time management skills.

Responsibilities

Monitor and control computer systems and peripheral equipment, including mainframe production processing.
Respond to Service Desk calls by generating work tickets and assigning them to the appropriate support groups.
Respond to environmental alarms from smoke and water detection systems, CRACs, CRAHs, UPS units, and temperature sensors in local and remote data center areas.
Monitor and report on campus networks and phone systems using DX Spectrum, Sunbird, and ServiceNow.
Report and respond to out-of-tolerance conditions on Building Automation System monitors for Campus Facilities Services.
Operate high-speed printers and request vendor service when needed.
Perform basic administrative tasks on Network, Windows, and/or UNIX platforms.
Provide customer-focused technical support and advice to University faculty, staff, and students, coordinating with support technicians and management to resolve customer issues.
Resolve common and straightforward deficiencies in data center systems, servers, networking, and infrastructure; triage other issues for resolution or escalation.
Work with peers to learn to diagnose, troubleshoot, and resolve atypical deficiencies.
Assist in coordinating support teams during outages to improve utilization and communication.
Develop technical skills and fundamental knowledge of University software systems, and recommend system modifications that reduce user problems.
Learn technical processes and procedures for monitoring and controlling Windows/Linux servers and networking.
Observe mainframe equipment and systems to identify equipment or program failures, and confer with relevant technical personnel when errors require changes to instructions or operating sequences.
Perform tasks according to the computer operations schedule and document findings such as machine performance and production reports.
Restore files or systems by implementing basic backup procedures.
Perform other related work as needed.