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IT User Support Specialist

Company: University of Chicago
Location: Chicago
Posted on: January 17, 2022

Job Description:

Department

ARD Technology Support

About the Department

Alumni Relations & Development (ARD) engages alumni (-190k), current students, parents and friends of the University through intellectual, professional and social activities on campus, around the world and online. ARD raises $550 Million annually to support faculty and researchers, practitioners and patients, and students and programs across the University. Our work supports priorities in every division, school, department, and institute. The Analytics and Technology Solutions (ATS) team provides technology and system solutions to enable ARD to meet aggressive fundraising goals and measure, analyze and predict growth in constituency giving and participation. Using an enterprise approach to data and systems, ATS creates a data and user environment that is consistent yet agile. Collaborating with stakeholders to understand program strategies, ATS develops data, reporting, and analytics solutions that lead to actionable outcomes and actualized goals.

Job Summary

The 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.

Responsibilities

* Configures, maintains and installs server applications and hardware using existing procedures to solve routine or standard problems.
* Consults with end users to identity functional specifications for computer, Laptop, and software needs.
* Documents windows and mac operating systems programming.
* Designs and deploys windows operating systems via OS deployment tools.
* Seeks opportunities for professional development that will enhance job performance including attending webinars, seminars, building networks within the University and with colleagues at peer institutions.
* Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues. Provides technical support and advice to members of the University community. Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal.
* 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.
* 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:

* --

Preferred Qualifications

Education:

* Bachelor's degree.

Experience:

* Minimum two years of experience in a user support role.

Technical Skills or Knowledge:

* Demonstrated skill and knowledge of, or ability to learn quickly, the internal workings of the University as well as the technology tools available to the Office of Alumni Relations and Development, including the University's donor relationship management system and the Microsoft Office Suite.
* Demonstrated experience troubleshooting hardware and software problems.
* Demonstrated experience with various computer related technologies.

Preferred Competencies

* Outstanding interpersonal and communications skills characterized by the ability to listen, speak, and write effectively.
* Manage confidential information with discretion and tact.
* Act with integrity, professionalism, and confidentiality.
* Work collegially and collaboratively in a team setting.
* Prioritize multiple projects and independently follow through with detail.
* Self-motivation and the ability to take initiative.

Working Conditions

* Standard office environment.
* Travel to campus and/or non-campus locations for University business.
* Work evenings and weekends.

Application Documents

* Resume/CV (required)
* Cover Letter, addressed to Hiring Committee (preferred)

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 Technology

Role Impact

Individual Contributor

FLSA Status

Non-Exempt

Pay Frequency

Biweekly

Scheduled Weekly Hours

37.5

Benefits Eligible

Yes

COVID-19 Vaccination or Approved Medical or Religious Exemption Required

Yes

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Posting Statement

Effective October 15, 2021, the University of Chicago requires COVID vaccination for all students, faculty, and staff members. Individuals may claim exemption from the vaccine requirement for medical or religious reasons.

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 Applicant Inquiry Form.

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: http://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.

Keywords: University of Chicago, Chicago , IT User Support Specialist, Other , Chicago, Illinois

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