IT User Service Specialist 2

Department

BSD BIS - Device Support Services - Clinical Team 1

About the Department

The University of Chicago biomedical enterprise houses three entities: the Biological Sciences Division (BSD), the University of Chicago Medicine (UCM), and the Pritzker School of Medicine. Collectively called UCM, we are one of the nation's leading academic medical institutions and have been at the forefront of discovery, education, and clinical care since 1927. Located 20 minutes south of downtown Chicago, our Hyde Park main campus provides a single environment for learning, world-renowned basic science and clinical research, and outstanding clinical care.

The BSD is the largest academic unit within the University. The BSD is comprised of faculty from ten basic science departments, 13 clinical departments, and several Centers and Institutes. The approximately 1,300 faculty and 3,000 staff members working in the BSD collaborate across the organization to achieve our Mission, Vision, and Values (MVV):

MISSION: As part of the University of Chicago, we pursue globally impactful solutions to seemingly unsolvable challenges. Through our rigorous research, innovative education, and comprehensive care and healing, we collaborate on life-changing advancements that create meaningful results for our community and the world, including a greater, more equitable future for all.

VISION: Together, we elevate the human experience with knowledge and health care.

VALUES:
• Commit to Excellence: We contribute our exceptional talents to all we do and empower the same spirit of excellence in others.
• Embrace Curiosity: We stay open to new ideas, champion diverse perspectives, and drive a culture of thoughtful risk-taking to deliver transformative innovation.
• Embody Equity: We identify systemic issues and then foster change to drive a more equitable environment inclusive of diverse people, ideas, and fields of science.
• Grow Together: We meaningfully collaborate with one another to create something bigger than we could ever achieve alone.
• Make a Difference: We lead with heart and compassion in all our interactions. We create positive change in our areas of influence, whether expanding scientific inquiry, developing the next generation of leaders, or healing our community.
• Take Ownership: We accomplish what we say we will and hold ourselves and one another accountable for our actions.

The MVV serves as our True North, charting our strategic plan for the next ten years and beyond. It is an exciting time to be a part of the University of Chicago and the BSD. Our team is helping to shape the future for our learners, staff, faculty, patients, and community.

Job Summary

Under general supervision, this position provides IT support to end users for Windows PCs, Macs, printers, mobile devices, desktop applications, and other associated hardware. This position may support one or more departments. May interact with University IT (IT Services) and/or University of Chicago Hospital IT (UCM IT) to restore service and/or identify and correct core problems. Will work independently within the assigned area while also working collaboratively with a team of other technicians assigned to other areas.

Responsibilities

• Provides in-person, phone, and email support to users of supported departments, sharing phone duties with team members regularly and in a scheduled off-hours rotation.

• Recognizes the importance of computer and data security and works with faculty and staff on adhering to the security standards of the organization.

• Guides end users through troubleshooting procedures.

• Handles multiple concurrent tasks in a competent and professional manner in a fast-paced atmosphere.

• Stays abreast of current University, BSD, and Hospital security policies being enforced and ensure supported users and devices are compliant.

• Utilizes ITSM platforms like ServiceNow, JIRA, or other helpdesk software; designs custom reports and dashboards within the platforms.

• 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.

• Identifies opportunities for use of solutions to improve support effectiveness.

• Contributes to developing new processes to improve efficiency and effectiveness.

• Collaborates with colleagues in UCM IT and ITS.

• Works with ISO to remediate IT security incidents and requests.

• Provides support outside of assigned departments when necessary.

• Researches, recommends, and orders software and hardware requested by faculty and staff of supported departments.

• Creates and provisions user accounts, email accounts, and necessary access for faculty and staff.

• Configures applications and endpoints to access university systems and resources.

• Provides support to end users in problem resolution for both Windows and Apple systems.

• Performs upgrades to hardware and software.

• Supports printing and other peripheral computing devices.

• Works to automate routine tasks.

• Participates in the identity and access management of various systems.

• Applies an understanding of modern network architecture and concepts beyond basics.

• Keeps ticketing system up-to-date with the status off all support requests.

• Keeps inventory system up-to-date with all deployed computing asset information.

• 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.

• Serves as a leader in the creation and maintenance of knowledge articles to support our knowledge centered service.

• Works to proactively automate routine tasks either directly using scripting or other tools, or by proactively partnering with other teams.

• Solves problems independently with limited direction.

• Performs work with a high degree of accuracy and attention to detail, maintaining confidentiality/discretion at all times.

• 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.

• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Performs other related work as needed.

Minimum Qualifications

Education:

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

Work Experience:

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

Certifications:

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Preferred Qualifications

Education:

• Associate's degree or higher in a related technical area and three years of experience OR five years of equivalent technical training/experience.

Experience:

• Experience with supporting Windows and Apple devices.

• Experience in working with active directory.

• Experience with and understanding of enterprise class device management solutions and strategy.

• Experience or working exposure to Linux.

• Experience with or familiarity with network tools (ping, tracert, netstat, etc.).

• Experience with or working knowledge of ITSM practices and ITIL concepts.

• Experience with and knowledge of VPNs and remote access tools.

​Preferred Competencies

• Excellent customer service skills.

• Excellent listening skills with the ability to empathize and focus on client service.

• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.

• Ability to approach challenges as opportunities.

• Understanding of network protocols, troubleshooting network connections, and configuring devices to work on different networks.

• Strong understanding of major operating systems such as Windows, macOS, Linux, iOS, and Android.

• Understanding of Mobile Device Management (MDM) and Enterprise Mobility Management (EMM) solutions like Jamf, Microsoft Intune, VMware Workspace ONE, etc.

• Strong understanding of major processes at UChicago such as IAM, security protocols, etc.

• Proficiency in remote support tools.

• Basic scripting skills in PowerShell, Bash, or other scripting languages can be beneficial for automation and repetitive tasks.

• Ability to recognize and arrange opportunities on training on technical items for end users.

• Strong command of security issues.

• Ability to assess and identify when a site visit is required and execute proactively. 

Working Conditions

• Office Environment.

• Weekend/Evening Hours: As Needed.

Application Documents

• Resume (required)

• Cover Letter (preferred)

The University of Chicago uses AI-assisted tools to streamline and augment some recruitment processes; however, AI is not used to make hiring decisions.

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

40

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Hourly

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FLSA Status

Non-Exempt

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Pay Range

$28.85 - $36.06

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

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.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

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.