IT User Support Service Desk Support Tech

DepartmentSSD Social Sciences Computing Services: Bradwell

About the DepartmentSocial Sciences Computing Services provides the Social Sciences Division with direct support for research, administrative and teaching technologies and services.

Job SummaryThe job this position provides second-tier support to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals. With moderate direction from others, deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers.

This position operates within the SSCS Operations Support Team to cooperatively provide excellent support for the Social Sciences Division’s researchers, staff and faculty.

Responsibilities

End User Device Security Subject Matter Expert.

Under direction of SSCS Director, Divisional Security Officer, and Operations Manager, this position implements tools and procedures necessitated to ensure the safety of EUD information systems.

Addressess standardized practices to support Faculty and Staff clients, and to resolve end user device issues.

Communicates effectively with Departmental clients.

Uses standardized tools to support remote and on-premise users.

Builds strong professional relationships with Departmental staff to understand and address ongoing issues through weekly check-ins with stakeholders.

Continually develops skills and knowledge to improve customer service and role.

Communicates with users to understand their security needs and supports the implementation of procedures to accommodate them. Ensures that user community understands and adheres to necessary procedures to maintain security.

Responsible for accurately documenting practices and standards.

Ensure the integrity of the departmental computing resources and the network, including computer and network security, data integrity, backup procedures, and disaster recovery plans.

Deployment and fine-tuning of systems provisioned within SSCS.Install, configure, and maintain workstations and desktop computers, plus their peripheral subsystems as directed by users and the Director of Computing Services. This includes personal computer systems running the Windows and Macintosh operating systems.

Provide advice and consultation on all information technology issues including computer purchasing decisions, technology advice for grant preparations, and interaction with software and hardware vendors as required.

Address end user issues by connecting the users to appropriate resources inside and outside the Division.

Maintain a high level of current technology awareness and training.

Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.

Tracks issues to resolution updating the internal knowledgebase and/or communicating findings with relevant business units. Follows workflows for escalations when escalating problems to appropriate support groups through the IT service management system. Escalates more involved incidents to the appropriate service owner or problem manager. Combines related incidents that have become problems and address or escalate those holistically.

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 2-5 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

Associate degree, Computer Science or related field.

Preferred Competencies

Ability to communicate effectively with faculty, researchers, and staff in internal and external organizations. Capable of communicating in writing with end users. Experience with Macintosh and Windows administration. Integrity and credibility to work with sensitive data.

Application Documents

Resume (required)

Cover Letter (required)

References (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 Hours37.5

Drug Test RequiredNo

Health Screen RequiredNo

Motor Vehicle Record Inquiry RequiredNo

Pay Rate TypeHourly

FLSA StatusNon-Exempt

Pay Range$27.03 - $34.97

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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