The Harris School of Public Policy is looking for passionate and motivated professionals who can go above and beyond to solve problems and care about making an impact. We are seeking a Help desk support professional with exceptional customer service skills to join our technical support team. The successful candidate will have excellent interpersonal skills and enthusiasm to learn and help. The Help desk professional will support clientâ™s real time requests and will have demonstrated knowledge in applicable systems.
This individual reports directly to the Associate Director of Information Technology. This individual will attend to routine service desk requests, largely desktop, laptop and conference room and classroom and mobile device support incidents, including problems and questions related to hardware and software. Broad understanding of Windows and Apple operating systems, Microsoft Office, principles of troubleshooting hardware, software and network problems are fundamental to this position. As important is a compelling motivation to solve people's problems and leave them happy with a satisfying service experience.
Additionally this individual will assist with the migration of shared files to UChicago Box, backing up systems, managing encryption, and have experience with managing work through a ticketing system.
Respond to incoming calls, voice mails, web-submissions, emails and chat for assistance from clients experiencing technical issues
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications)
Document client issues in various call tracking systems to manage your queue, provide post resolution follow-up, and identify issue trends communicating them to the team.
Assist with advanced troubleshooting for special projects as directed
Pursue, recommend, and implement new methods, processes, and materials/equipment for improvement
Provide friendly, courteous, and quality IT support to all clients
Manage all special projects and other duties as assigned
Meet or exceed performance goals
Grow professionally through on-going training, certification programs, and continued learning
Education, Experience or Certifications:
Education: Bachelor's degree or higher in a related technical area preferred or certificate (A+, Network+, MCP, CCENT, CCNA) or equivalent experience in IT
Technical Knowledge and Skills:
Knowledge in Microsoft Office 2013/2016/O365 (i.e. Word, Excel, PowerPoint, Access)
Knowledge in Microsoft Outlook 2010/2013/2016
Knowledge in Windows 8.1, and 10 Operating Systems
Knowledge in Apple Mac operating system
Knowledge in mobile management including iOS and Android
Knowledge of Active Directory and user account management
Exceptional customer troubleshooting support
Experience with Dell and Apple laptops
PC imaging (Ghost or similar tools) preferred
Experience in encryption of laptops and PCs
Experience with client-server backup software and practices, particularly cloud based
Experience in troubleshooting and supporting Mobile phones
Experience with enterprise migrations
Experience utilizing a ticketing system to track requests
Experience with Citrix and VPN
Reference Contact Information
*NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
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 the Applicant Inquiry Form.
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Internal Number: JR01917
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