Job Directory Client Tech Analyst

Client Tech Analyst
Chicago, IL

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Job Description

Position Details

Job Title CLIENT TECH ANALYST Position Number 8100604 Job Category University Staff Job Type Full-Time FLSA Status Exempt Campus Rogers Park-Lake Shore Campus Department Name INFRASTRUCTURE SUPPORT SERVICES Location Code INFRASTRUCTURE SUPPORT SERVICES (07160A) Is this split and/or fully grant funded? No Duties and Responsibilities

* Performs diagnosis of technology- and/or desktop application-related problems, with the ultimate goal of resolving problem issues. Identifies recurring problems, provides feedback to appropriate IT support team members for root-cause resolution.
* Professionally responds to help desk tickets, customer calls, email, voice mail, and hardware/software requests. Provides proactive updates to customers. Maintains call tracking accuracy.
* Assigns Service Center Call Tickets that cannot be resolved on the initial contact to the appropriate queue for further assistance, providing any necessary follow-up.
* Provides customer service and end-user training for a variety of services, including desktop applications, enterprise applications, and mobile devices.
* Recovers, restores, and maintains data recovery for upgraded as well as failing machines.
* Participates and/or leads technical projects.
* Promotes a professional work environment dedicated to customer service and team work.
* Provides written status to manager as required.
* Works as a team member with other Information Technology Services staff to ensure connectivity and compatibility between systems and applications.

Minimum Education and/or Work Experience

Bachelor's Degree preferred. At least two years of progressive experience in a help desk or technical support environment required.


* Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.

Reasoning Ability:

* Synthesizes complex or diverse information; Generates creative solutions; Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in both group and individual problem solving situations. Looks for ways to improve and promote quality; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
* Demonstrated ability to research and resolve problems using a variety of resources and tools
* Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted service levels.


* Exceptional customer service skills; Great attitude and strong work ethic; Ability to work independently and in team settings; Maintains confidentiality and follows ITS and other university policies regarding data security and protection; Balances team and individual responsibilities; Contributes to building a positive team spirit; Effectively influences actions and opinions of others; Strives to continuously build knowledge and skills; Shares expertise with others; Able to communicate technical ideas and concepts to non-technical audiences; Excellent verbal and written communication skills.
* Diversity - Shows respect and sensitivity for cultural differences; educates others on the value of diversity.
* Ethics - Treats people with respect; Works with integrity and ethically; handles sensitive and confidential issues and materials appropriately.

Organizational Skills:

* Supports the organization's goals and values; Develops strategies to achieve organizational goals; Adapts strategy to changing conditions; Includes appropriate people in decision-making process; Strong administrative and organizational skills.


The majority of the work for this position will occur within the standard work week. However, this position will be on-call, and may need to work during off-hours to respond to problems, maintenance, and scheduled projects.

Certificates/Credentials/Licenses Computer Skills

Windows 7/10

Mac OS

Network Printing Support

Mobile Device Support

Supervisory Responsibilities No Required operation of university owned vehicles No Does this position require direct animal or patient contact? No Physical Demands Lifting, Carrying, Standing, Crawling/Kneeling, Repetitive Motions Working Conditions None Open Date 06/24/2019 Close Date Special Instructions to Applicants

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