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University of Chicago Desktop Support Specialist in Chicago, Illinois

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.

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 Family

Information 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 Level

IT 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 Impact

Individual Contributor


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 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.


1) Ensures service level objectives are consistently met for supported clients. 2) Analyzes the current computing environment and proactively makes recommendations to improve the environment.

3) Escalates high profile incidents or problems to Director, Solutions and Service Management. 4) Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions. 5) Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for supported clients. 6) Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge. 7) Manages customer relationship with Supported Clients. 8) 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.

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

10) Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions. 11) Tracks individual performance using standard support metrics. 12) Manages day-to-day operations and projects for supported clients. 13) Assist with network related requests and issues for remote office locations. 14) Coordinate video conferencing meeting needs. 15) Assist with other technology needs in the other infrastructure environments. 16) Participates in discussions with Desktop Services and other IT teams where vendor support is required. 17) Manages vendor relationships and serves as a contact for vendor representatives of hardware, software and operating systems. 18) Maintains industry standards and stays abreast of new software, solutions, releases, and product enhancements.

Unit-Preferred Competencies

1) Excellent decision-making and problem solving skills. 2) Effective time management skills. 3) Excellent organizational skills with emphasis on detail and follow-through. 4) Excellent listening skills with the ability to empathize and focus on client service. 5) Ability to empathize and focus on client service. 6) Ability to communicate technical information to a non-technical audience in a clear and coherent manner. 7) Ability to maintain strictest confidentiality when working with sensitive information. 8) Ability to demonstrate initiative in the resolution of problems.

9) Accountability: proven track record in owning up to commitments and highly self-motivated, taking ownership of tasks and ability to make responsible decisions, promoting a sense of urgency, collaborating with team members effectively to establish high performance standards. 10) Customer Focused: takes the initiative to represent the user and performs daily work to improve the overall end user experience, anticipates customer’s needs and consistently provides services above customer’s expectations.

Working Conditions

Work Setting

1) Outdoor weather exposure 2) Office environment 3) Ability to bend, crouch, or stoop 4) Ability to carry or lift loads of 25 to 49 lbs. 5) Ability to sit for 2 hours to 4 hours 6) Ability to use computers extensively for 2 hours to 4 hours

Education, Experience, and Certifications

Minimum 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.

Unit-Preferred Qualifications


1) Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server).


1) Experience with various computer related technologies.

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 Status


Pay Frequency


Pay Grade

Depends on Qualifications

Scheduled Weekly Hours


Benefits Eligible


Drug Test Required


Health Screen Required


Motor Vehicle Record Inquiry Required


Posting Date


Remove from Posting On or Before


Posting Statement

The University of Chicago is an Affirmative Action/EqualOpportunity/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.

  • Posted 30+ Days Ago
  • Full time
  • JR06089