Computer Systems Support Technician

Department
Law Information Technology Help Desk
About the Department
The University of Chicago Law School occupies a unique niche among this country's premier law schools. Located on a residential campus in one of America's great cities, UChicago Law offers a rigorous and interdisciplinary professional education that blends the study of law with the humanities, the social sciences, and the natural sciences. Students, faculty, and staff form a small, tightly knit community devoted to the life of the mind.
Job Summary
This position provides end-user support to the Law School community of faculty, staff and students. This includes monitoring Help Desk phone, e-mail and chat requests, as well as walk-in requests and appointment based assistance. Must be a responsive member of the IT support team, capable of detailed and advanced level troubleshooting and working with other team members to resolve problems efficiently for end-users.
Responsibilities

• Logs and resolves Help Desk contacts (calls, emails, walk-ins, voicemail) regarding, but not limited to: network connectivity, PC, mac, printer and mobile hardware support, application support, audio visual requests, ad hoc requests, account creation and password resets.
• Monitors help tickets to ensure prompt resolution.
• Guides end users through troubleshooting procedures.
• Installs/updates drivers and other system patches on Windows and Apple systems, as necessary and appropriate.
• Performs advanced level hardware troubleshooting, including running appropriate vendor diagnostics and third-party tools, and following the RMA/Warranty repair process with the vendor to resolve the problem for the user.
• Performs advanced level software troubleshooting, such as repairing corrupt installations, updating versions of outdated software, virus and malware scanning, or following through the technical support process with the software vendor if necessary.
• Utilizes available resources to completely exhaust all possible solutions to a problem, including, but not limited to: online resources, searching the archive of responses, searching vendor support forums or knowledge bases, searching user or online community support forums, etc.
• With limited direction from others, performs 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. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• 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 and skills developed through 5-7 years of work experience in a related job discipline.
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Certifications:
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Preferred Qualifications
Education:

• Bachelor's degree in Computer Science.

Experience:

• User support experience, troubleshooting hardware and software problems.
• Experience with various computer related technologies.
• Experience with ticketing systems, such as ServiceNow or equivalent, preferred but not required.

Preferred Competencies

• Understanding of and expert level competence with current Windows and Mac OS X versions.
• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
• Familiarity with 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.
• Excellent decision making and problem-solving skills.
• Effective time management skills.
• Excellent organizational skills with emphasis on detail and follow-through.
• 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.
• Ability to maintain strictest confidentiality when working with sensitive information.
• Ability to demonstrate initiative in the resolution of problems.

Working Conditions

• This position directly supports students, faculty, and staff, and is required to work on-site 5 days per week.

Application Documents

• Resume/CV (required)
• Cover Letter (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
Drug Test Required
No
Health Screen Required
No
Motor Vehicle Record Inquiry Required
No
Posting Statement
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, 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.
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.