Job Directory IT User Support Specialist

IT User Support Specialist
Chicago, IL

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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.

Department2010012 BSD - BSDIS

About the UnitThe University of Chicago is a private institution encompassing the undergraduate College, six professional schools (Business, Law, Divinity, Public Policy, Medicine and Social Service Administration), four graduate divisions (Biological Sciences, Humanities, Physical Sciences, and Social Sciences) and the University of Chicago Medical Center. Biological Sciences Division, Information Services (BSDIS) is the technology group charged with supporting the technology needs of the BSD. Device Support Services is a section of BSDIS that supports end user computing devices in clinical and research departments within the BSD.

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.

T3: Has developed proficiency in a range of processes or procedures through job-related training and considerable on-the-job experience. Completes a variety of atypical assignments, as needed. Works within defined processes and procedures or methodologies and may help determine the appropriate approach for new assignments. Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.

Role ImpactIndividual Contributor

ResponsibilitiesUnder 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 Specialist is unable to resolve or technician assistance is requested. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

1) With limited direction from others, performs 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. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards., 2) Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards., 3) Coordinates and implements updates to network hardware, software systems, and applications. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management, 4) Performs other related work as needed.

Unit-specific Responsibilities

1) Maintain Linux desktops and servers including setup, patching, and basic firewalling.

Additional Competencies

1) Confidentiality/discretion must be maintained at all times.

2) Ability to handle multiple concurrent tasks in a competent and professional manner in a fast paced atmosphere.

3) Ability to solve problems independently with limited direction.

4) Ability to work accurately with attention to detail.

5) Ability to work for long periods of time in a sitting position, at a keyboard, viewing computer screen.    

Education, Experience, and CertificationsMinimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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

Preferred Qualifications


1) Minimum 2 years Linux Support Experience in a professional setting

Required Documents

1) Resume

FLSA StatusNon-Exempt

Pay FrequencyBiweekly

Pay GradeDepends on Qualifications

Scheduled Weekly Hours40

Benefits EligibleYes

Drug Test RequiredNo

Health Screen RequiredNo

Motor Vehicle Record Inquiry RequiredNo

Posting Date2019-07-03-07:00

Remove from Posting On or Before2020-01-03-08:00

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

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