Location: Chicago, IL
Are you the right applicant for this opportunity Find out by reading through the role overview below.
Job Description:
- Provides first and second level help desk support.
- Categorizes tickets by severity and escalates as appropriate.
- Monitors all open tickets and helps move them to resolution.
- Updates and writes documentation to support Information Technology processes and procedures.
- Logs and resolves Help Desk tickets (calls, emails and walk-ins) regarding: network connectivity; PC, mac, printer and mobile hardware support; application support; audio visual requests; account management support.
- Promptly refers unresolved issues to 2nd level support staff.
- Promptly refers urgent issues to the Associate Director of the Service Management and Applications Support.
- Sends announcements to our customers regarding new offerings, outages and upgrades as needed.
- Monitors student computer labs to ensure availability and reliability.
- Serves in rotation for off-hours Help Desk support.
- Uses expertise to simulate user problems to diagnose problems and resolve complex operating difficulties, develops troubleshooting scripts for the help desk. Proposes solutions to questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Guides end-users through troubleshooting procedures. Performs upgrades to hardware and software, recommends systems modifications to reduce user problems. Maintains a troubleshooting tracking log to ensure timely resolution of problems. Ensures service level objectives are met for supported clients.
- Performs other related work as needed.
Preferred Qualifications
Education:
Experience:
- A minimum of two years of customer service experience.
Technical Skills or Knowledge:
- Proficiency in internet technologies and Microsoft Office.
- Proficiency in Windows and Macintosh configuration.
Preferred Competencies
- Strong written and communication skills.
- Work under pressure and with tight deadlines.
- An openness and flexibility in dealing with changing priorities.
- Strong interpersonal, multi-tasking, problem solving, and organizational skills.
Working Conditions
- This position is currently expected to work a minimum of three days per week in the office.
- Primary shift is 9:00 AM to 5:30 PM, but may occasionally work other schedules as needed.
- Work primarily in Hyde Park campus and at our downtown Gleacher Center campus a few times a year.
- Work occasional weekend shifts at multiple locations, as needed.
- On-call by cell phone and provide off-hours Help Desk support approximately 1 week every 28 days.
Application Documents
- Resume/CV (required)
- Cover Letter (required)
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