IT User Support Specialist

Location
Chicago
Posted
Apr 28, 2017
Institution Type
Four-Year Institution
About The Unit: The University of Chicago Campaign: Inquiry and Impact (http://campaign.uchicago.edu), the most ambitious and comprehensive campaign in the University's history, will raise $5 billion to support faculty and researchers, practitioners and patients, and students and programs across the University. Launched in October 2014, the campaign supports priorities in every division, school, department, and institute, and aims to engage 125,000 alumni and friends over its five-year duration. Please note: This role is located in Harper Court at 5235 S Harper Court - the corner of 53rd Street and Lake Park. For more information: http://www.harpercourtchicago.com/.

Unit Job Summary: IT User Support Specialist: Provide routine support to end-users for PC, server or mainframe applications and hardware. Configure, maintain and install server applications and hardware using existing procedures to solve routine or standard problems. May interact with network services, software systems engineering and applications development to restore service, identify issues and correct core problems. Simulate or recreate user problems to diagnose issue and resolve operating difficulties. Answer questions regarding system procedures, online transactions, systems status and downtime procedures. Guide end users through troubleshooting procedures and may develop troubleshooting scripts. Maintain a troubleshooting tracking log ensuring timely resolution of problems. Coordinate referrals to appropriate technical, professional or service personnel for service, repair or training. May work within a call center. Refer complex problems to senior level support specialists. May research and analyze computer products and systems available in the marketplace. Perform other duties as assigned. Seek opportunities for professional development that will enhance job performance, including building networks within the University and with colleagues at peer institutions.

Unit Education: High School degree or GED required. Associate's or Bachelor's degree preferred.

Unit Experience: A minimum of one year of user support, customer service or similar work experience required. Demonstrated experience troubleshooting hardware and software problems required. Demonstrated experience with various computer related technologies required.

Unit Job Function Competencies: Applicants must be currently authorized to work permanently in the United States. A current resident of the Chicago area or willing to relocate to the Chicago area required. Valid United States driver's license required. Strong verbal and writing skills, high attention to detail and follow-up, and excellent organizational skills required. Ability to manage confidential information with discretion and tact required. Demonstrated skill and knowledge of, or ability to learn quickly, the internal workings of the University as well as the technology tools available to the Office of Alumni Relations and Development, including Griffin (the University's Donor Relationship Management System), Microsoft Windows computer environment, Microsoft Outlook, Word, Excel, PowerPoint and Access required. Strong leadership qualities, including the ability both to delegate and to execute, thereby leading by word and by example required. Ability to work collegially and collaboratively in a team setting required. An exceptional work ethic and track record of personal initiative required. Outstanding interpersonal and communications skills characterized by the ability to listen, to speak and to write well required. Flexibility and adaptability to new programs in an emerging and changing environment required. Willingness and ability to travel to campus and/or non-campus locations for University business required. Willingness and ability to work evenings and weekends required. Dress code of business or business casual attire required. Understanding of the University of Chicago, its history, organization and modus operandi preferred.