IT User Support Specialist 1

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

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 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.
• 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.
• Tracks issues to resolution updating the internal knowledgebase and/or communicating findings with relevant business units. Follows workflows for escalations when escalating problems to appropriate support groups through the IT service management system. Escalates more involved incidents to the appropriate service owner or problem manager. Combines related incidents that have become problems and address or elevate those holistically.
• Updates daily status reports and shift handover reports. Acts as a liaison between customers and technical escalation teams by coordinating installation and maintenance services. Maintains communications with customers during the problem resolution process. Provides a single view to the organization for information technology related questions, requests, and problems. Follows proper standard operating procedures.
• Performs other related work as needed.

Education:

Minimum Qualifications

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:

Preferred Qualifications

Education:

• Associate's degree or higher in a related technical area OR two years of equivalent technical training/experience.

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.

Preferred Competencies

• 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 confidentiality/discretion at all times.
• Ability to identify opportunities for use of solutions to improve support effectiveness.

Working Conditions

Office Environment.

Application Documents

• Resume (required)
• Cover Letter (preferred)

The University of Chicago uses AI-assisted tools to streamline and augment some recruitment processes; however, AI is not used to make hiring decisions.

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

40

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Hourly

FLSA Status

Non-Exempt

Pay Range

$24.04 - $31.25

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.