Senior Technical Support Specialist

Company: The University Of Chicago
Location: Chicago
Posted on: March 20, 2023

Job Description:

Department -F&A ITS - Field and Desktop ServicesAbout the Department -IT Services 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 Summary -This role is responsible for the technical support of the University's Investment Office. It performs analyses and assists in a variety of IT support activities including, but not limited to, troubleshooting hardware and software issues, mobile device configurations, hardware and software deployment and AV support. Additionally, this position will maintain customer relationships, day-to-day operations and projects for the Investment Office staff. Position is responsible for efficiently managing their operational and project work within expected SLA guidelines.Responsibilities

• Under minimal supervision, provides first-tier and second-tier support to end users for PC, laptop, mobile device applications, A/V, and hardware deployment.
• Provides support to users for problem resolution; develops troubleshooting scripts, provides technical assistance in setup, installation, and configuration of hardware and software in compliance with internal controls, policies, and standards.
• Manages customer relationships.
• Provides executive technical support during standard business hours, 7:30 a.m. CST - 4:30 p.m. CST.
• Assists with after hours support on an on-call basis.
• Ensures service level objectives are consistently met and tracks individual performance using standard upport metrics.
• Escalates high profile incidents or problems to the Technology Manager.
• Identifies new internal information that should be shared more broadly and continues to identify good working practices and sources of useful knowledge.
• Provides support, configuration, and training for in-house and vendor applications.
• May interact and collaborate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems such as the installation of network hardware, communications wiring, wireless telecommunications facilities, communications software, and other network components.
• Performs upgrades to hardware and software. Recommends systems modifications to reduce user problems.
• Fosters collaboration within the Desktop Services Team to determine optimal configurations, discuss efficient applications, share support techniques, and ensure that staff keep abreast of new technologies. Works with other IT Services teams (e.g: Leasing, Desktop Support, Service Desk Team, etc.) to discover common challenges in the desktop configurations and shares ideas to provide solutions for clients. Works with Voice Services to keep abreast of the latest mobile device technologies and provide solutions.
• Maintains industry standards and stays abreast of new software, solutions, releases, product enhancements.
• Takes ownership of end user device Operating System configuration, deployment and ongoing management.
• Provides support and management for both local and network printing.
• Identifies, logs, analyzes, and manages potential and actual issues, risks and actions under the direction of the Technology Manager and Desktop Support Manager.
• Responsible for ownership of Business Continuity Planning and documentation.
• Guides the administration of operating systems, maintains security, and implements backup procedures for the organization's information systems and peripheral equipment, such as servers.
• Tracks compliance and maintains documentation for hardware, software, and service inventories for management reports.
• Manages day-to-day prioritization of current operational task and projects work.
• Researches and analyzes end-user products and systems available in the marketplace and makes recommendations to management.
• Coordinates with other IT Services and third-party resources for all IT support offerings for the Investment Office. Develops, implements and manages global travel support program.
• Analyzes the current computing environment and proactively makes recommendations to improve the environment. -
• Coordinates and completes support project tasks including setting deadlines, monitoring and summarizing progress.
• Participates in discussions with Desktop Services and other IT teams on vendor support and manages vendor relationships as a contact for vendor representatives of hardware, software and operating systems.
• Manages all aspects of end user computer resources cradle to grave including physical inventory of all equipment.
• Guides 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.
• Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.
• Performs other related work as needed.Minimum Qualifications -Education:Minimum requirements include a college or university degree in related field.---Work Experience:Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.---Certifications:---Preferred QualificationsExperience:
  • Three years of experience in finance industry.
  • Experience providing front office support.Certifications:
    • Microsoft 365 certifications in fundamentals or equivalent.Technical Skills or Knowledge:
      • Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment.
      • Understanding of network connectivity and ability to troubleshoot connectivity problems.
      • Understanding of PC/Mac software, operating systems and applications, networks, and hardware.
      • Understanding of Microsoft Office Suite, email clients, and browsers.
      • Knowledge of Microsoft End Point Configuration Manager (formerly SCCM).
      • Experience with Microsoft bitlocker hard disk encryption.
      • Knowledge of Cloud-based computer backup utilities.
      • Experience with computer Anti-Virus and security tool sets.
      • Knowledge of Print Server printing configuration.Preferred Competencies
        • Excellent decision making and problem solving skills.
        • Effective time management skills.
        • Excellent organizational skills with emphasis on detail and follow-through.
        • Outstanding 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.
        • Maintain the strictest confidentiality when working with sensitive information.
        • Demonstrate initiative in the resolution of problems.
        • Work independently, with minimal supervision, including nights and or weekends as required by project deadlines or other work that is essential to the job.
        • Accountability - proven track record in owing up to commitments and highly self-motivated. -Take ownership of tasks and has ability to make responsible decisions. -Promotes a sense of urgency and collaborates with team members effectively to establish high performance standards.
        • Customer Focused - takes the initiative to represent the user and performs daily work to improve the overall end user experience. - Anticipates customer's needs and consistently provides services above customer's expectations.
        • Executive Presence - conducts one's self in a consistent highly professional manner always aware of the level of responsibility held by the customers this position will support. -Delivers a very positive first impression through neat appearance and clear communication. -
        • Written and verbal communication is delivered in a concise, crisp and clear manner. - -Working Conditions
          • On-call responsibilities.
          • Office environment.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 Family -Information TechnologyRole Impact -Individual ContributorFLSA Status -ExemptPay Frequency -MonthlyScheduled Weekly Hours -37.5Benefits Eligible -YesDrug Test Required -NoHealth Screen Required -NoMotor Vehicle Record Inquiry Required -NoPosting Statement -Employees must comply with the University's COVID-19 vaccination requirements. More information about the requirements can be found on the .The University of Chicago is an 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 Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.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.

Keywords: The University Of Chicago, Chicago , Senior Technical Support Specialist, IT / Software / Systems , Chicago, Illinois