IT Helpdesk Specialist — Tier 1 Support

Biological Sciences Division at the University of Chicago; Chicago (IL); On-site; USD 33,000 - 43,000; Full time

Job summary

The University of Chicago’s Biological Sciences Division seeks an IT User Support Specialist 1 to join the Device Support Services team. You will provide frontline end-user support for Windows and Apple systems, handle inquiries via phone, email, and in-person visits, and keep ticketing and asset inventories current.

Under supervision, you will help enforce security policies, assist with hardware/software upgrades, and document solutions for the knowledge base to improve service delivery across

Qualifications

• Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four‑year degree).
• Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
• Associate's degree or higher in a related technical area OR two years of equivalent technical training/experience.
• 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 Microsoft Office Suite, email clients, and browsers.

Responsibilities

• Provide in-person, phone, and email support to users of supported departments.
• Keep ticketing system up-to-date with the status of 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.
• Supports printing and other peripheral computing devices.
• Performs set-up, installation, and configuration of desktop hardware and software in accordance with internal controls, policies, and standards.

Skills

Customer service

Troubleshooting

Windows

Apple

End-user support

Education

Associate's degree or higher in a related technical area

Two years of equivalent technical training/experience

Tools

Ticketing system

Inventory management

Security policy knowledge

Job description

The University of Chicago’s Biological Sciences Division seeks an IT User Support Specialist 1 to join the Device Support Services team. You will provide frontline end-user support for Windows and Apple systems, handle inquiries via phone, email, and in-person visits, and keep ticketing and asset inventories current.

Under supervision, you will help enforce security policies, assist with hardware/software upgrades, and document solutions for the knowledge base to improve service delivery across