Desktop Support Specialist

Job description

Hyde Park Campus

44456 IT Services Dsktop & Pers Cmtg

About the Unit
IT Services is an integral part of the University of Chicago, committed to service delivery and support of the university mission through innovative uses of technology.

Job Information

Job Summary:

  • Under general supervision, this position provides second-tier support to end users for PC's, Mac's, Tablets, Servers, Mobile devices, database connectivity, desktop applications, and associated hardware. Handles problems that the Service Desk is unable to resolve or technician assistance is requested.


45% Customer Service Relations:
  • Ensures service level objectives are consistently met for supported clients.
  • Analyzes the current computing environment and proactively make recommendations to improve the environment.
  • Escalates high profile incidents or problems to Director, Solutions and Service Management.
  • Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions.
  • Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for supported clients.
  • Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge.

30% High touch end-user technology support:
  • Manages customer relationship with Supported Clients.
  • Fosters collaboration within the Desktop Services Team to determine optimal configurations, discussion efficient applications, sharing support techniques, and ensuring that staff keeps abreast of new technologies. Works with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions. Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions.
  • Tracks individual performance using standard support metrics.
  • Manages day-to-day operations and projects for supported clients.

15% Assist with other onsite technology needs:
  • Assist with network related requests and issues for remote office locations.
  • Coordinate video conferencing meeting needs.
  • Assist with other technology needs in the other infrastructure environments.

5% Vendor Management:
  • Participates in discussions with Desktop Services and other IT teams where vendor support is required.
  • Manages vendor relationships and serve as a contact for vendor representatives of hardware, software and operating systems.
  • Maintains industry standards and stay abreast of new software, solutions, releases, product enhancements.

5% Other duties as assigned or 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.
  • 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.

Additional Requirements

  • Bachelor's degree or higher in a related technical area or equivalent technical training/experience required.
  • Bachelor's degree in Computer Science preferred.

  • Minimum two years of user support experience, troubleshooting hardware and software problems required.
  • Experience with various computer related technologies required.

Licenses and Certifications:
  • Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server) preferred.

Technical Knowledge or Skills:
  • Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment required.
  • Knowledge of 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.

Working Conditions and Physical Requirements:
  • Outdoor weather exposure
  • Office environment
  • Ability to bend, crouch, or stoop
  • Ability to carry or lifts loads of 25 to 49 lbs.
  • Ability to sit for 2 hours to 4 hours
  • Ability to use computers extensively for 2 hours to 4 hours

Required Documents:
  • Cover Letter and Resume

NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application

Benefit Eligibility

Pay Frequency

Pay Range
Depends on Qualification

Scheduled Weekly Hours


Job is Exempt?

Drug Test Required?

Does this position require incumbent to operate a vehicle on the job?

Health Screen Required?

Posting Date

Remove from Posting On or Before

Posting Statement:

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff 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.

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: Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

Full time

About Us
The University of Chicago is an urban research university that has driven new ways of thinking since 1890. Our commitment to free and open inquiry draws inspired scholars to our global campuses, where ideas are born that challenge and change the world.

We empower individuals to challenge conventional thinking in pursuit of original ideas. Students in the College develop critical, analytic, and writing skills in our rigorous, interdisciplinary core curriculum. Through graduate programs, students test their ideas with UChicago scholars, and become the next generation of leaders in academia, industry, nonprofits, and government.

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Job No:
Posted: 4/10/2018
Application Due: 4/20/2018
Work Type: