Service Desk Tech II - Onsite Washington DC office

NORC at the University of Chicago • Washington DC, WA

12h • Onsite

About The Position

NORC at the University of Chicago is seeking a Service Desk Tech II to provide desk side technical support which includes answering user PC and software questions and providing resolution to issues, maintaining a log through data entry and prioritizing questions into a call tracking system. This is an onsite role based in our Washington, DC office. The primary goal of Service Desk is to provide a central point of contact for customers who need technical assistance. The Service Desk’s mission is to reduce downtime across the enterprise by facilitating in the coordination of support for the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.

Requirements

• High School Diploma or equivalent
• Familiarity with Intel-based computers running Windows
• Ability to follow established trouble-shooting procedures
• Good customer interaction and communication skills
• Qualified applicants must be eligible to work in the U.S.
• We regret that we are unable to offer visa sponsorship for this position.

Responsibilities

• Respond to telephone calls, email, and requests for technical support.
• Provide feedback to supervisor on unusual matters and suggest changes to existing products or services to better aide the end user.
• Rely on standard procedures to resolve questions and escalate more complex issues to more experienced tech support specialists.
• Document, track, and monitor the problem to ensure timely resolution.
• Handle most basic requests with significant oversight from supervisor.

Benefits

• Generously subsidized health insurance, effective on the first day of employment
• Dental and vision insurance
• A defined contribution retirement program, along with a separate voluntary 403(b) retirement program
• Group life insurance, long-term and short-term disability insurance
• Benefits that promote work/life balance, including generous paid time off, holidays; paid parental leave, tuition assistance, and an Employee Assistance Program (EAP).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED