Provides first and second level help desk support.
Categorizes tickets by severity and escalates as appropriate.
Monitors all open tickets and helps move them to resolution.
Updates and writes documentation to support Information Technology processes and procedures.
Logs and resolves Help Desk tickets (calls, emails and walk-ins) regarding: network connectivity, PC, mac, printer and mobile hardware support, application support, audio visual requests, account management support.
Promptly refers unresolved issues to 2nd level support staff.
Promptly refers urgent issues to the Director of the Service Management.
Sends announcements to our customers regarding new offerings, outages and upgrades.
Runs daily call monitoring and phone reports.
Monitors student computer labs to ensure availability and reliability.
Serves in rotation for off-hours Help Desk support.
Uses expertise and on-the-job experience to respond to complex user needs. Coordinates and reviews the work of IT User Support staff to ensure appropriate solutions are provided.
Guides end-users through troubleshooting procedures. Performs upgrades to hardware and software, recommends systems modifications to reduce user problems. Maintains a troubleshooting tracking log to ensure timely resolution of problems. Ensures service level objectives are met for supported clients.
Performs other related work as needed.
A minimum three years full-time professional experience.
A minimum two years of customer service experience.
Technical Skills or Knowledge:
Proficiency in Internet technologies and Microsoft Office.
Proficiency in Windows and Macintosh configuration.
Effective written and communication skills.
Work under pressure and with tight deadlines.
An openness and flexibility in dealing with changing priorities.
Strong interpersonal, multi-tasking, problem solving, and organizational skills.
Primary shift is 9:00 AM to 5:30 PM, but may occasionally work other schedules as needed.
Work occasional weekend shifts at multiple locations, as needed.
On-call by cell phone and provide off-hours help desk support approximately 1 week every 28 days.
Work primarily in our Hyde Park campus and at our downtown Gleacher Center campus a few times a year.
Cover Letter (required)
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: JR11869
About University of Chicago (UC)
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.