IT User Support Service Desk Support Tech

Department

SSD Social Sciences Computing Services: Longacre

About the Department

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

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.

This position provides critical IT and operational support for the Institute for Climate and Sustainable Growth (ICSG) through the Social Sciences Computing Services (SSCS) Operations Support Team. The role supports ICSG’s interdisciplinary research and education mission by assisting faculty, staff, and researchers with technology onboarding, equipment management, user support, and IT security compliance. Working closely with SSCS leadership and Central IT, the position ensures effective coordination of systems, services, and resources that enable the Institute’s climate and sustainability initiatives

Responsibilities

• Under direction of SSCS Director, ICSG Director of Finance and Operations, Divisional Security Officer, and SSCS Operations Manager, this position implements tools and procedures necessitated to ensure the safety of EUD information systems.
• Addresses 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-premises 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.
• Manage the inventory of computers, laptops, tablets, software, and email distribution lists.
• 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.
• 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:

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Preferred Qualifications

Education:

• Associate degree in Computer Science or related field.

Experience:

• Demonstrable proficiency in installing and supporting desktop computer software in both Windows and Macintosh environments.

Technical Skills or Knowledge:

• Advanced troubleshooting of Windows 10/11, macOS, and Linux systems.
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).
• Proficiency supporting Microsoft 365 applications (Outlook, OneDrive, Teams, SharePoint, etc.).
• Support and troubleshoot hardware (laptops, desktops, printers, mobile devices).
• Familiar with ServiceNow IT ticketing systems.
• Knowledge of remote support software.
• Knowledge of network connectivity and troubleshoot connectivity problems.  
• Understanding of PC/Mac software, operating systems and applications, networks, and hardware.  
• Understanding of Microsoft Office Suite, email clients, and browsers.  

Preferred Competencies

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Customer-service oriented with a proactive approach to IT support.
• Ability to communicate effectively with faculty, researchers, and staff in internal and external organizations.
• Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment.  
• Excellent decision-making skills.  
• Effective time management skills.  
• Excellent organizational skills with emphasis on detail and follow-through.  
• Excellent listening skills, empathize and focus on client service.  
• Communicate technical information to a non-technical audience in a clear and coherent manner.  
• Maintain strictest confidentiality when working with sensitive information.  
• Demonstrate initiative in the resolution of problems.  

Working Conditions

• Outdoor weather exposure.
• Office environment.
• Bend, crouch, or stoop.
• Carry or lifts loads of 25 to 49 lbs.
• Sit for 2 hours to 4 hours.
• Use computers extensively for 2 hours to 4 hours.

Application Documents

• Resume/CV (required)
• Three professional references (required)
• Cover letter (required)

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

37.5

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Hourly

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FLSA Status

Non-Exempt

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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 Eligible

Yes

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 773-702-5800 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: 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.