Operations Center Technician

University of Chicago • Chicago, IL

7d • $31 - $32 • Hybrid

About The Position

The Operations Center Technician monitors University data center systems, servers, and networking infrastructure, and responds to alarms and service requests. Under close supervision, the technician resolves common issues, escalates complex issues to senior team members, and provides customer-focused technical support to University faculty, staff, and students while developing foundational monitoring, support, and triage skills.

The role supports computer operations, campus network and phone system monitoring, environmental alarm response, and basic administration on Network, Windows, and/or UNIX platforms. It also involves documenting operational findings, supporting scheduled computer operations, restoring files or systems through basic backup procedures, and coordinating with support teams during outages. The position is onsite and hybrid according to business needs, in a standard office environment that may involve high noise, irregular scheduling, on-call duties, bending, crouching, or stooping, and extensive computer use.

Requirements

• Vocational training, an apprenticeship, or equivalent experience in a related field; a four-year degree is not typically required.
• Knowledge and skills developed through less than two years of work experience in a related job discipline.
• Maintain strict confidentiality when working with sensitive information.
• Demonstrate sound decision-making and problem-solving, and take initiative in addressing issues.
• Listen to customer concerns, show empathy, and remain humble during customer interactions.
• Be proactive, resourceful, detail-oriented, and effective at time management.
• Communicate technical information clearly and coherently to non-technical audiences.
• Understand written instructions for installing computer equipment in data center rack spaces.
• Work with limited direct supervision.
• Have sufficient writing skills to produce understandable status and problem reports.

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.
• Experience with 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 troubleshooting 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 clients and browsers.
• Familiarity with automated job schedulers such as CA/Cybermation ESP.

Responsibilities

• Monitor and control mini or mainframe computers and peripheral equipment, including printers, tape, and disk drives, and monitor mainframe production processing for applications such as Payroll, Accounts Payable, and Financial Accounting Systems.
• 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, liaising with support technicians and management to resolve issues, requests, and questions.
• Help ensure data center systems, servers, networking, and infrastructure function efficiently by resolving common deficiencies, triaging issues, escalating appropriately, and learning to diagnose and resolve atypical deficiencies with peers.
• Assist in coordinating support teams to improve utilization and communication during outages.
• Continuously develop technical skills and foundational knowledge of University software systems, and recommend system modifications that reduce user problems.
• Develop knowledge of technical processes and procedures for monitoring and controlling Windows/Linux servers and networking.
• When mainframe errors occur, identify the point of equipment or program failure by observing the mainframe console panel, storage devices, printers, and console printer; consult relevant personnel when errors require changes to instructions or operation sequences.
• Perform tasks according to the computer operations schedule and document findings, including machine performance and production reports.
• Restore files or systems by implementing basic backup procedures.
• Perform other related work as needed.

Benefits

• Benefits eligibility, including access to health, retirement, and paid time off programs and resources; details are provided in the Benefits Guidebook.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed