Executive Support Specialist
Chicago, IL

Job Description

Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description.

Department44456 IT Services Dsktop & Pers Cmtg

About the UnitIT 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 FamilyInformation Technology

Responsible for the design, implementation, and maintenance of new and existing applications, systems architecture, and network infrastructure. Ensures operation and security of all servers and networks. Configures, installs, maintains and upgrades applications and hardware for the organization's infrastructure and for end-user devices.

Career Track and Job LevelIT User Support

Takes ownership of and resolves customer issues regarding hardware, software, site licensing, networking, and audio and video devices. Supports customers through the installation of applications and computer peripherals, and remotely by researching and identifying solutions. Walks users through problem-solving process and deploys a variety of devices to customers, including computers, tablets, mobile phones, projectors, speakers, and printers/copiers.

P3: Requires in-depth knowledge and experience. Uses best practices and knowledge of internal or external University issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance. Acts as a resource for colleagues with less experience.

Role ImpactIndividual Contributor

ResponsibilitiesThe job works independently to solve complex end user issues regarding hardware, site licensing, software and networking. Uses best practices and IT knowledge to guide customers through the installation of applications and computer peripherals. Deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers.

1) Guides a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems., 2) Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems., 3) Provides technical guidance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards., 4) Calibrates specifications and typically collaborates with programmers to develop new applications or to make modifications to existing applications. Tests and debugs applications before releasing them to end-users., 5) Performs other related work as needed.

Additional Responsibilities

1) Executive End-user Technology Support: Manages customer relationship with Executive Support Clients.

2) 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.

3) Works with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions.

4) Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions.

5) Tracks individual performance using standard support metrics.

Unit-preferred Competencies

1) Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment.

2) Understanding of network connectivity and ability to troubleshoot connectivity problems.

3) Understanding of PC/Mac software, operating systems and applications, networks, and hardware.

4) Understanding of Microsoft Office Suite, email clients, and browsers.

5) Excellent decision making and problem solving skills.

Education, Experience, and CertificationsMinimum requirements include a college or university degree in related field.

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Preferred Qualifications

Education

1) Bachelor's degree or higher in a related technical area.

2) Technical certification in hardware or Windows/Apple Operating systems or networking such as A+, N+, MCP (XP,7, Server)

3) MCESDT Microsoft Enterprise Desktop Support Technician or equivalent experience

4) MOS Microsoft Office Specialist or equivalent experience

5) VCP (VMWare).

Experience

1) Minimum seven years of computer user support experience in resolving issues and providing a high level of service

2) Minimum one year of experience providing executive support or professional services support

3) Experience using incident tracking software and use of ITIL incident management practices

4) Experience with desk-side support within an academic environment

Required Documents

1) Resume

2) Cover Letter

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

FLSA StatusExempt

Pay FrequencyMonthly

Pay GradeDepends on Qualifications

Scheduled Weekly Hours37.5

Benefits EligibleYes

Drug Test RequiredNo

Health Screen RequiredNo

Motor Vehicle Record Inquiry RequiredNo

Posting Date2019-04-26-07:00

Remove from Posting On or Before2019-10-26-07:00

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