IT User Support Specialist

IT User Support Specialist

The IT User Support Specialist provides a variety of types and levels of support to end users in the Divinity School. This position helps Divinity School faculty and staff select, use, replace, and make better use of their computing devices and helps faculty, staff, student workers, and visiting presenters use AV technology in Swift Hall, ensuring smooth and reliable daily technology use across the organization. The IT User Support Specialist works independently to solve complex end user issues and uses best practices and IT knowledge to provide comprehensive support to users.

Responsibilities

• End User IT Support
• Provides comprehensive end user support to faculty, staff, and other users of equipment in Swift Hall.
• Addresses computer hardware and software needs, including repairs, upgrades, and training.
• Manages printers and access to printers; orders and installs printer supplies; helps users connect to network printers and multi-function devices.
• Helps order and train users on University-issued office telephones and voice mail.
• Advises users on hardware and software purchases.
• Evaluates need for and orders network jack additions, activations, and rewiring.
• Collaborates with central UChicago IT Services to ensure that University standards and requirements are met.
• Event AV Support and Training
• Participates in the planning and execution of events (such as lectures, conferences, workshops, ceremonies) in Swift Hall.
• Educates and trains staff, student workers, and other users of AV-equipped spaces on how to properly and effectively use integrated AV systems and collaboration tools.
• Provides and sets up microphones and stands. Tests equipment prior to events and troubleshoots issues.
• Helps users connect to AV equipment.
• Maintains and calls for maintenance on AV-equipped rooms.
• Coordinates with central UChicago IT Services Academic Technologies department to request support for registrar-controlled classrooms in Swift Hall.
• IT Equipment Management
• Orders, stores, inventories, and provides supplies and equipment, including cables and adapters, both current and older; University provided software; surge suppressors/extension cords/power strips; computer peripherals, audio and video recording and editing hardware and equipment; ink and toner for printers/photocopiers.
• Ensures proper disposal and recycling of electronics.
• Maintains records for equipment issued to users throughout Swift Hall. Develops and implements machine replacement schedules.
• Maintains and manages a set of loaner computers for faculty, visitors, events, and meetings.
• 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.
• 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.
• Provides technical guidance in setup, 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 a college or university degree in related field.

Work Experience:

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

Preferred Qualifications

• Experience:
• Experience working in an academic unit and/or university environment.
• Experience successfully working independently with minimal supervision.
• Experience with end user support and troubleshooting hardware and software problems.
• Technical Skills or Knowledge:
• Understanding of and strong competence with current Windows and Mac OS X versions.
• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
• Fundamental understating of operating, maintaining, and swiftly troubleshooting audio visual equipment ensuring minimal downtime.
• Familiarity with network connectivity and ability to troubleshoot connectivity problems.
• Understanding of PC/Mac software, operating systems and applications, networks, and hardware.
• Understanding of Microsoft Office Suite, email clients, and browsers.
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.

Preferred Competencies

• Self-starter, able to work independently with minimal supervision and guidance; possess a self-motivated disposition; identify opportunities for improvement, recommend effective changes, and follow through tasks and issues to resolution and completion.
• Commitment to providing a high level of service and working collaboratively with courtesy, clarity, and diplomacy.
• Interact and communicate comfortably, diplomatically, and effectively with faculty, staff, students, and guests.
• Excellent written and verbal communication skills, including the ability to clearly communicate to a diverse audience including students, faculty, and staff.
• Handle confidential and sensitive information and situations with tact and discretion.
• Commitment to continuous learning, innovation, and change management; identify and gain expertise in appropriate new technologies and hardware and software tools.
• Ability to use appropriate resources to resolve an issue; critically assess the results of tasks to ensure successful outcomes.
• Develop collaborative working relationships within the Divinity School and with IT and business stakeholders throughout the University community.
• Ability to maintain a calm and courteous demeanor and to work productively in an environment with conflicting priorities and frequent interruptions.
• Strong analytical and problem-solving abilities, with experience diagnosing and resolving challenges.
• Effective verbal and written communication skills, including formulating recommendations and developing presentations.
• Excellent interpersonal and problem-solving skills.
• Strong project management and organizational skills and track record of working effectively to execute on multiple tasks and projects simultaneously.

Working Conditions

• This position directly supports users in Swift Hall on the University of Chicago campus in Hyde Park and is required to work on-site 5 days per week.
• Some evening and occasional weekend hours to staff events.
• Move computing and audio-visual equipment within Swift Hall. Lift equipment onto carts and dollies. Occasionally carry or lift loads up to 60 pounds.

Application Documents

• Resume (required)
• Cover letter describing why the applicant is interested in and qualified for this specific position (required)

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