Job Opening: IT User Support Specialist 1 - JR25689-3800
- Company
- The University of Chicago
- Location
- Chicago, IL
- Posted on
- May 2, 2024
This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11866637 Department
BSD BIS - Device Support Services - Clinical Team 2
About the Department
The University of Chicago Biological Sciences Division (BSD) contains
all elements of academic medicine. Basic and translational research,
education, and patient care come together in a single campus. Its
mission is to create new knowledge of living systems, train the next
generation of leaders in biology and medicine, and advance the forefront
of health through innovative patient care. The Biological Science
Division is divided into 10 basic science and 13 clinical departments
that provide academic homes for nearly 900 full-time faculty. The BSD
Information Technology team provides advanced, secure technologies and
services to enable clinical, translational, and basic science research.
As part of the BSD Information Technology team, the Device Support
Services (DSS) team services 10,000 Endpoints/Mobile Devices for 4,000
faculty and staff.
Job Summary
Working under the direction of the Director of Device Support Services,
the IT User Support Specialist 1 will be part of a team that supports
end user computing devices for multiple departments in the Biological
Sciences Division. The IT User Support Specialist 1 will be exposed to a
diverse set IT problems and provide excellent customer service to many
Faculty, Staff, and Students with various levels of technology
experience.
Responsibilities
- Provide in-person, phone, and email support to users of supported
departments.
- Keep ticketing system up-to-date with the status off all support
requests.
- Keep inventory system up-to-date with all deployed computing asset
information.
- Stay abreast of current University, BSD, and Hospital security
policies being enforced and ensure supported users and devices are
compliant.
- Research, recommend, and order software and hardware requested by
faculty and staff of supported departments.
- Configure applications and endpoints to access university systems
and resources.
- Recognizes the importance of computer and data security and will
work with faculty and staff on adhering to the security standards of
the organization.
- Provides support to end users in problem resolution for both Windows
and Apple systems.
- Guides end users through troubleshooting procedures.
- Performs upgrades to hardware and software.
- Supports printing and other peripheral computing devices.
- Shares phone duties with other team members both during the day and
scheduled off-hours rotation.
- Performs set-up, installation, and configuration of desktop hardware
and software in compliance with internal controls, policies, and
standards.
- 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).
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Work Experience:
Minimum requirements include knowledge a d skills developed through 2-5
years of work experience in a related job discipline.
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Certifications:
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Preferred Qualifications
Education:
- Associate\'s degree or higher in a related technical area.
Experience:
- 2 years of equivalent technical training/experience.
Preferred Competencies
- Fundamental understanding of hardware and software installation and
troubleshooting in a desktop computing environment.
- Familiarity with network connectivity and ability to troubleshoot
connectivity problems.
- Maintain confidentiality/discretion at all times.
- Understanding of Microsoft Office Suite, email clients, and
browsers.
- Excellent listening skills with the ability to empathize and focus
on client service.
- Ability to communicate technical information to a non-technical
audience in a clear and coherent manner.
Working Conditions
- Administrative offices, wet and dry labs, and clinical areas.
- Work on-site.
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