Senior Technician, IT User Support

DepartmentF&A ITS - Desktop Support Services

About the DepartmentITS collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications to support the mission of the University. We support and enable faculty research and teaching with the effective use of technology. We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. We identify, manage, and mitigate the technology risks of the University.

Job SummaryUnder general supervision, this position provides second-tier support to end users for PC's, Mac's, Mobile devices, database connectivity, desktop applications, and associated hardware. Handles problems that the Service Desk Specialist is unable to resolve, or technician assistance is requested. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Responsibilities

Ensures service level objectives are consistently met for supported clients. Includes onsite travel to client locations.

Analyzes the current computing environment and proactively makes recommendations for improvement.

Escalates high profile incidents or problems to Desktop Support Manager.

Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions.

Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for supported clients.

Creates or updates current Knowledge Base articles and/or SOPs to ensure process accuracy.

Identifies new internal information that should be shared more broadly and continues to identify good working practices and sources of useful knowledge.

Manages customer relationship with Supported Clients.

Fosters collaboration within the Desktop Services Team to determine optimal configurations, discuss efficient applications, share support techniques, and ensure that staff keeps abreast of new technologies. Works with Leasing, Desktop Engineering, and ITS End User Support teams to discover common challenges in the desktop configurations and shares ideas to provide solutions. Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions.

Tracks individual performance using standard support metrics.

Manages day-to-day operations and projects for supported clients.

Assists with network related requests and issues for remote office locations.

Coordinates video conferencing meeting needs.

Assists with other technology needs in the other infrastructure environments. Participates in discussions with Desktop Services and other IT teams where vendor support is required.

Manages vendor relationships and serves as a contact for vendor representatives of hardware, software and operating systems.

Maintains industry standards and stays abreast of new software, solutions, releases, product enhancements.

Ensures all incidents, tasks, and requests are tracked via support tickets and updated appropriately.

Images and provisions PC and Mac laptops/desktop.

Receives and responds to incoming calls, and/or tasks regarding desktop problems.

If necessary, liaise with third-party support and PC equipment vendors.

Acts as the initial point of contact for all computer and system related concerns from clients.

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.

Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

Performs other related work as needed.

Minimum Qualifications

Education:Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

Work Experience:Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Experience:

5+ years of experience in desktop support, it help desk, or a similar role.

Technical Skills or Knowledge:

Advanced troubleshooting of Windows 10/11, macOS, and Linux systems.

Proficient with endpoint management tools, such as Microsoft Intune, SCCM, JAMF.

Familiarity with ITIL best practices for IT service management.

Familiarity with BeyondTrust (Bomgar) remote support software.

Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).

Proficiency supporting Microsoft 365 applications (Outlook, Teams, SharePoint, etc.).

Support and troubleshoot hardware (laptops, desktops, printers, mobile devices).

Familiar with ServiceNow IT ticketing systems.

Knowledge of remote support software.

Knowledge of network connectivity and troubleshoot connectivity problems.

Understanding of PC/Mac software, operating systems and applications, networks, and hardware.

Understanding of Microsoft Office Suite, email clients, and browsers.

Preferred Competencies

Strong problem-solving and analytical skills.

Excellent verbal and written communication skills.

Customer-service oriented with a proactive approach to IT support.

Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment.

Excellent decision-making skills.

Effective time management skills.

Excellent organizational skills with emphasis on detail and follow-through.

Excellent listening skills, empathize and focus on client service.

Communicate technical information to a non-technical audience in a clear and coherent manner.

Maintain strictest confidentiality when working with sensitive information.

Demonstrate initiative in the resolution of problems.

Working Conditions

Outdoor weather exposure.

Office environment.

Bend, crouch, or stoop.

Carry or lifts loads of 25 to 49 lbs.

Sit for 2 hours to 4 hours.

Use computers extensively for 2 hours to 4 hours.

Application Documents

Resume/CV (required)

Cover Letter (required)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job FamilyInformation Technology

Role ImpactIndividual Contributor

Scheduled Weekly Hours40

Drug Test RequiredNo

Health Screen RequiredNo

Motor Vehicle Record Inquiry RequiredYes

Pay Rate TypeHourly

FLSA StatusNon-Exempt

Pay Range$31.25 - $36.06

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits EligibleYes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Job seekers in need of a reasonable accommodation to complete the application process should call or submit a request via Applicant Inquiry Form.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

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: Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

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