Support Specialist

Apr 12, 2017
Institution Type
Four-Year Institution
About The Unit: The University of Chicago is one of the world's preeminent research universities committed to open, rigorous, and intense inquiry and pedagogy. The work of its faculty has defined several schools of thought and has had a transformative impact on such fields as economics, science, energy production, mathematics, medicine, law, business, religion, policy, sociology, archeology, and historical, cultural and literary analysis. Consisting of an undergraduate college, four graduate divisions, and six professional schools, the University operates two major laboratories, an internationally-acclaimed medical center, an outstanding K-12 private school, a public charter school with four distinct campuses, a professional theater, museums, and the nation's largest academic press. The University also has a strong global presence with its own facilities in London, Paris, Singapore, Beijing, and active educational programs in locations around the world. While the University is global, it is also local as a major economic anchor and cultural destination on the South Side of Chicago. The Support Specialist for Information Technology Services will support the Polsky Center for Entrepreneurship & Innovation. The Polsky Center for Entrepreneurship and Innovation advances the knowledge and practice of entrepreneurship and innovation through a broad range of activities, including academics, research, conferences, competitions, and global and community outreach. The Polsky Center is the foremost resource for University of Chicago students and alumni as they pursue entrepreneurial endeavors and private equity careers. The Polsky Center recently announced an expansion that will combine and expand entrepreneurial efforts that are separate at most universities, including UChicago's nationally recognized programs in venture creation and education, technology commercialization, and business incubation. This will streamline access to venture support resources for faculty, students, staff, alumni, community entrepreneurs and corporate partners. The center also will create new programs, such as fellowships to train founding chief executive officers and increased support for alumni entrepreneurs.

Unit Job Summary: 85% The Support Specialist is responsible for helping Polsky Exchange members with IT consulting, software assistance and training, wifi connectivity, and using Polsky Exchange specific systems including but not limited A/V setup, and support for events. The individual will be involved in the following critical activities: Facilitate access to IT and Audio Visual resources available through the Polsky Center. Assist visitors of the Polsky Center gain access to the resources they need via the wireless network. Assist and work on user and event program support. Assist in program event AV set-up and problem resolution. Assist and work on ad-hoc user requests and tasks which include but are not limited to desktop support, application support, printer connectivity, etc. Capture, monitor and maintain the helpdesk case database. Contribute to the central knowledge base of support articles. Provide technical advice to users at the Polsky center, and refer them to appropriate IT Services staff members that will help them implement their ideas using technology. 15% Perform related duties as assigned or required.

Unit Education: Education Required Associate's degree or higher in a related technical area OR one year of equivalent technical training/experience required. Education Preferred Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Windows 10, Server) preferred.

Unit Experience: A minimum of one year of user support experience, troubleshooting hardware and software problems required. Experience with various computer related technologies required. A minimum of one year experience supporting Microsoft OS and applications including: Office 2007/2010/2011/2013/2016 and Windows 7/8/10 required. A minimum of one year experience supporting Google apps and Mac OS and Apple iOS required. A minimum of one year experience in A/V support, such as projectors or theater sound systems. A minimum of one year experience with any of the following preferred: ServiceNow Helpdesk ticketing system Inventory management system and SharePoint Microsoft Exchange and O365

Unit Job Function Competencies: Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment required. Familiarity with network connectivity and ability to troubleshoot connectivity problems required. Understanding of PC/Mac software, operating systems and applications, networks, and hardware required. Understanding of Microsoft Office Suite, email clients, and browsers required. Excellent decision making and problem solving skills required. Effective time management skills required. Excellent organizational skills with emphasis on detail and follow-through required. Excellent listening skills with the ability to empathize and focus on client service required. Ability to communicate technical information to a non-technical audience in a clear and coherent manner to both business users and IT staff through written correspondence, presentations and/or meetings required. Ability to maintain strictest confidentiality when working with sensitive information required. Ability to demonstrate initiative in the resolution of problems required. Self-motivated with the ability to adapt within a rapidly changing environment. Demonstrated team player, self-starter, and independent thinker. Superior customer service skills. Excellent interpersonal skills and work ethic. Strong verbal and written communication skills.

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