Senior Technician, IT User Support

Department

F&A ITS - Desktop Support Services

About the Department

ITS collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.   We provide secure, stable, and reliable infrastructure and applications to support the mission of the University.   We support and enable faculty research and teaching with the effective use of technology.   We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible.   We identify, manage, and mitigate the technology risks of the University. 

Job Summary

Under general supervision, this position provides second-tier support to end users for PC's, Mac's, 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.

Responsibilities

• Ensures service level objectives are consistently met for supported clients. Includes onsite travel to client locations.
• Analyzes the current computing environment and proactively makes recommendations for improvement.
• Escalates high profile incidents or problems to Desktop Support Manager.
• Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions.
• Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for supported clients.
• Creates or updates current Knowledge Base articles and/or SOPs to ensure process accuracy.
• Identifies new internal information that should be shared more broadly and continues to identify good working practices and sources of useful knowledge.
• Manages customer relationship with Supported Clients.
• Fosters collaboration within the Desktop Services Team to determine optimal configurations, discuss efficient applications, share support techniques, and ensure that staff keeps abreast of new technologies. Works with Leasing, Desktop Engineering, and ITS End User Support teams to discover common challenges in the desktop configurations and shares ideas to provide solutions. Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions.
• Tracks individual performance using standard support metrics.
• Manages day-to-day operations and projects for supported clients.
• Assists with network related requests and issues for remote office locations.
• Coordinates video conferencing meeting needs.
• Assists with other technology needs in the other infrastructure environments. Participates in discussions with Desktop Services and other IT teams where vendor support is required.
• Manages vendor relationships and serves as a contact for vendor representatives of hardware, software and operating systems.
• Maintains industry standards and stays abreast of new software, solutions, releases, product enhancements.
• Ensures all incidents, tasks, and requests are tracked via support tickets and updated appropriately.
• Images and provisions PC and Mac laptops/desktop.
• Receives and responds to incoming calls, and/or tasks regarding desktop problems.
• If necessary, liaise with third-party support and PC equipment vendors.
• Acts as the initial point of contact for all computer and system related concerns from clients.
• 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 h