1) Ensures service level objectives are consistently met for supported clients. 2) Analyzes the current computing environment and proactively makes recommendations to improve the environment.
3) Escalates high profile incidents or problems to Director, Solutions and Service Management. 4) Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions. 5) Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for supported clients. 6) Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge. 7) Manages customer relationship with Supported Clients. 8) Fosters collaboration within the Desktop Services Team to determine optimal configurations, discussion efficient applications, sharing support techniques, and ensuring that staff keeps abreast of new technologies.
9) Works with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions.
10) Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions. 11) Tracks individual performance using standard support metrics. 12) Manages day-to-day operations and projects for supported clients. 13) Assist with network related requests and issues for remote office locations. 14) Coordinate video conferencing meeting needs. 15) Assist with other technology needs in the other infrastructure environments. 16) Participates in discussions with Desktop Services and other IT teams where vendor support is required. 17) Manages vendor relationships and serves as a contact for vendor representatives of hardware, software and operating systems. 18) Maintains industry standards and stays abreast of new software, solutions, releases, and product enhancements.
1) Excellent decision-making and problem solving skills. 2) Effective time management skills. 3) Excellent organizational skills with emphasis on detail and follow-through. 4) Excellent listening skills with the ability to empathize and focus on client service. 5) Ability to empathize and focus on client service. 6) Ability to communicate technical information to a non-technical audience in a clear and coherent manner. 7) Ability to maintain strictest confidentiality when working with sensitive information. 8) Ability to demonstrate initiative in the resolution of problems.
9) Accountability: proven track record in owning up to commitments and highly self-motivated, taking ownership of tasks and ability to make responsible decisions, promoting a sense of urgency, collaborating with team members effectively to establish high performance standards. 10) Customer Focused: takes the initiative to represent the user and performs daily work to improve the overall end user experience, anticipates customerâ™s needs and consistently provides services above customerâ™s expectations.
1) Outdoor weather exposure 2) Office environment 3) Ability to bend, crouch, or stoop 4) Ability to carry or lift loads of 25 to 49 lbs. 5) Ability to sit for 2 hours to 4 hours 6) Ability to use computers extensively for 2 hours to 4 hours
1) Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server).
1) Experience with various computer related technologies.
2) Cover Letter
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.
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Internal Number: JR06089
About University of Chicago
One of the world's premier academic and research institutions, the University of Chicago has driven new ways of thinking since our 1890 founding. Today, UChicago is an intellectual destination that draws inspired scholars to our Hyde Park and international campuses, keeping UChicago at the nexus of ideas that challenge and change the world.