Desktop Support Specialist

Location
Chicago
Posted
Jun 17, 2017
Institution Type
Four-Year Institution
About The Unit: The mission of the University of Chicago's Urban Education Institute (UEI) is to produce knowledge to create reliably excellent urban schools nationwide. UEI undertakes applied research to inform policymakers, practitioners and the public; develops and supports urban teachers and leaders; provides tools and training to improve urban schools nationwide and; operates a four campus prekindergarten-12th grade charter school dedicated to ensuring 100% of its graduates complete college.

Unit Job Summary: The Urban Education Institute (UEI) is seeking a Desktop Support Specialist to support computer users at the University of Chicago's Urban Education Institute. We are looking for a person who enjoys trouble shooting problems, working closely with others, and assisting researchers in using new systems and technologies. Under the direction of the UEI Desktop Support Manager, and in coordination with the existing support team, the Desktop Support Specialist (DSS) provides technical support to computer users in a multi-platform (primarily Windows and Macintosh) computing environment. The DSS acts as a liaison between technology and business, in providing support for general business applications (Microsoft Office suite, etc.), specialized data analysis software (SAS, SPSS, STATA, HLM, X-Win32), financial software (Business Objects, SmartView, Quickbooks Pro), and other software packages. The DSS assists in a variety of IT support activities including: providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts; providing technical assistance in setup, installation, and configuration of desktop hardware and software; maintaining compliance with internal controls, policies, and standards; assisting with equipment setups for meetings; performing upgrades to hardware and software; and supporting printing and other peripheral computing devices for both Windows and Macintosh systems. The DSS simulates or recreates a range of complex user problems to resolve operating difficulties. The DSS possesses competency with basic Unix/Linux terminal commands in order to assist users of data analysis systems. The DSS may interact with network services to restore service and/or identify and correct core problems. The DSS recognizes the importance of computer and data security and will work with staff on adhering to the security standards of the organization. The DSS will maintain currency and a high level of technical skill in the IT support field.

Unit Education: Bachelor's degree in a computer-related technical area, or a minimum of three years of user support experience, troubleshooting hardware and software problems required. Degree in a technology-related technical area preferred. Technical training certification preferred.

Unit Experience: Experience with various computer related technologies (Phones, tablets, printers, scanners.) required. Extensive experience with Microsoft Office Suite, email clients, and browsers preferred.

Unit Job Function Competencies: Ability to understand technical aspects of a unit's core technology functions and determine customized IT needs to support those functions required. 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. Thorough understanding of Windows and/or Macintosh software (operating systems and applications) required. Basic understanding of computer networks, IP addressing, DNS, DHCP 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 required. Ability to maintain strictest confidentiality when working with sensitive information required. Ability to demonstrate initiative in the resolution of problems required. Some familiarity with data analytics software required. Basic familiarity with Linux or Unix command line required.