Job Description:

• Logs/resolves help desk calls, emails, walk-ins, and voicemail contacts regarding Network Connectivity, PC, mac, printer and mobile hardware support, Application support, Audio visual requests, Ad hoc requests, and Account creation and password resets.
• Promptly refers unresolved issues to 2nd level support.
• Promptly refers urgent issues to the Help Desk Team Lead.
• Sends announcements to our customers regarding new offerings, outages and upgrades as needed or required.
• Monitors own open-call log to ensure prompt resolution.
• Utilizes products in place to monitor incidents and create daily reports.
• Monitors student computer labs.
• Fixes student computer lab printer issues.
• Serves in rotation for off-hours Help Desk support.
• With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Coordinates and implements updates to network hardware, software systems, and applications. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management
• Performs other related work as needed.

Preferred Qualifications

Education:

• Bachelorâ™s degree.

Experience:

• A minimum of two years of help desk experience.
• A minimum of two years of customer service experience.

Technical Skills or Knowledge:

• Proficiency with the internet and MS Office (PowerPoint, Word, Excel, Outlook, and Access).
• Proficiency in Windows PC configuration, Linux, and Macintosh.
• Knowledge of Team Dynamix call tracking system.

Preferred Competencies

• Outstanding verbal, written, and presentation skills, as well as organizational skills.
• Learn new technical skills quickly.
• An openness and flexibility in dealing with changing priorities.
• Strong interpersonal, multi-tasking, problem-solving, and organizational skills.
• Handle multiple detailed tasks/projects simultaneously and meet strict deadlines with frequent interruptions.
• Demonstrated ability to work effectively and diplomatically with colleagues, as well as with students, faculty and corporate contacts in a multitude of communication methods, such as in person, email, or phone.
• Professional demeanor, including tact, discretion, and a customer service-oriented approach.

Working Conditions

• Primary shift is 9:00 am to 5:30 pm, but may occasionally work other schedules as needed.
• Work is primarily in our Hyde Park campus, and at our downtown Gleacher Center campus a few times a year.
• On-call by cell phone and provide off-hours Help Desk support about once a month.
• This position is currently expected to work a minimum three days per week in the office.

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)

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.

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