Service Desk Tech III - Hybrid Chicago Loop

NORC at the University of Chicago • Chicago, IL

7d • Hybrid

About The Position

NORC at the University of Chicago is seeking a Service Desk Tech III to provide the highest-level complex deskside technical support (including 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 (ServiceNow). Service Desk Tech III serves as interface between the Service Desk and Desktop Engineering for all end point related and/or support systems impacts. They are responsible for top level escalation support for the Service Desk, including VIP and Executive support, and will be the point of contact on projects and DSS initiatives as assigned. This is a hybrid role based in our Chicago Loop office, with a minimum of six days per month in the office. Regular business hours but occasional evening hours may required for system updates. Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position. The primary goal of ServiceDesk is to provide a central point of contact for customers who need technical assistance. The ServiceDesk’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

• Associate’s degree or equivalent experience.
• Minimum of 3 years of experience technical support or help desk.
• Deep knowledge of operating systems (Windows, Linux), server administration, network configuration, and various hardware and software platforms.
• Strong analytical and troubleshooting skills to quickly identify and resolve complex technical issues.
• Exceptional customer service skills, with the ability to communicate technical information clearly and effectively to both technical and non-technical users.
• Ability to work independently to resolve all but most complex issues.
• Excellent communication skills to effectively interact with staff, understand their needs, and provide clear, timely support.
• Strive to consistently have positive interactions and be aware of various communication styles (non-verbal communication, body language).
• Cultivate and maintain strong relationships with clients and executives by understanding their needs and providing tailored technical solutions.
• Qualified applicants must be eligible to work in the U.S.
• We regret that we are unable to offer visa sponsorship for this position.

Nice To Haves

• Desktop engineering and system administrator experience is a plus.

Responsibilities

• Provide expert, on-site technical support to staff.
• Respond to telephone calls, email, and requests for technical support.
• Accurately document all support interactions and resolutions and escalate complex issues to senior IT staff when necessary.
• Diagnose and resolve complex hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
• Anticipate potential technical problems, implement preventive measures, and ensure seamless operation of systems.
• Provide feedback to supervisors on unusual matters and suggest changes to existing products or services to better aid the end user.
• Document, track, and monitor the problem to ensure timely resolution.
• Use best practices and knowledge of internal or external business issues to improve products or services and take active role in improving procedures.
• Perform other duties as assigned.
• Train and mentor other Service Desk Techs.

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, bereavement leave, tuition assistance, and an Employee Assistance Program (EAP).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree