Job Description:

• Provides an elevated level of customer service-focused technical support over the phone, via email, over chat and other communication mediums identified.
• Timely, courteous, and polite customer interactions.
• An elevated level of problem-solving skills to resolve issues and problems, answer questions and concerns and determine ways to eliminate these issues in the future.
• Technical knowledge of desktop hardware and software, network connectivity, application questions about installation, application compatibility and specific hardware and software related queries.
• Appropriately documents all interactions to capture accurate history of events to help minimize future issues.
• Creates, reviews, works with team to keep Service Desk support, onboarding, and operational documentation is current.  Reviews knowledge base documentation for missing articles, updates, service and onboarding checklists.
• Provides coverage and team support beyond oneâ™s normal schedule filling in for low staff levels, high call volume and/or complete required duties.
• Uses expertise and on-the-job experience to respond to complex user needs. Coordinates and reviews the work of IT (Information Technology) User Support staff to ensure appropriate solutions are provided.
• Works autonomously within established procedures to provide technical support to end-users of PC, server, or mainframe applications and hardware. Manages day-to-day operations and projects for supported clients.
• Assists with technical products and services to ensure the proper level of service is available moving forward, onboarding and operationalizing new staff, monitoring team schedule and adherence, and refining and developing first tier troubleshooting scripts.
• Uses expertise to simulate user problems to diagnose problems and resolve complex operating difficulties, develops troubleshooting scripts for the help desk. Proposes solutions to questions regarding system procedures, online transactions, systems status, and downtime procedures.
• 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.

Preferred Qualifications

Education:

• Associates degree or higher.

Experience:

• End user support experience in resolving issues and providing an elevated level of customer service.
• IT customer support within a research or academic environment.
• Leading teams, coworkers, or managing staff.
• Background with ITSM products.

Preferred Competencies

• Maintain strict confidentiality when working with sensitive information.
• Excellent decision making and problem-solving skills.
• Listen to client concerns, demonstrate client empathy, and remain humble during client interactions.
• Demonstrate initiative in the resolution of problems.
• Effective time management skills.
• Excellent organizational skills with emphasis on detail and follow-through.
• Excellent listening skills with the ability to empathize and focus on client service.
• Communicate technical information to a non-technical audience in a clear and coherent manner.

Working Conditions

• Standard office environment.

Application Documents

• Resume/CV (required)
• 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.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

About University of Chicago (UC)

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