University of Chicago · 2 months ago
IT User Support Service Desk Support Tech
Chicago, IL
Full-time
Onsite
Entry, Mid Level
$27.03/hr - $34.97/hr
2+ years expThe University of Chicago is a prestigious institution providing support for research and teaching technologies. This role offers second-tier IT support, assisting faculty, staff, and researchers with technology onboarding, equipment management, and user support while ensuring compliance with IT security standards.
Higher Education
Responsibilities
Under direction of SSCS Director, ICSG Director of Finance and Operations, Divisional Security Officer, and SSCS Operations Manager, this position implements tools and procedures necessitated to ensure the safety of EUD information systems
Addresses standardized practices to support Faculty and Staff clients, and to resolve end user device issues
Communicates effectively with Departmental clients
Uses standardized tools to support remote and on-premises users
Builds strong professional relationships with Departmental staff to understand and address ongoing issues through weekly check-ins with stakeholders
Continually develops skills and knowledge to improve customer service and role
Communicates with users to understand their security needs and supports the implementation of procedures to accommodate them. Ensures that user community understands and adheres to necessary procedures to maintain security
Responsible for accurately documenting practices and standards
Ensure the integrity of the departmental computing resources and the network, including computer and network security, data integrity, backup procedures, and disaster recovery plans
Deployment and fine-tuning of systems provisioned within SSCS. Install, configure, and maintain workstations and desktop computers, plus their peripheral subsystems as directed by users and the Director of Computing Services. This includes personal computer systems running the Windows and Macintosh operating systems
Provide advice and consultation on all information technology issues, including computer purchasing decisions, technology advice for grant preparations, and interaction with software and hardware vendors as required
Manage the inventory of computers, laptops, tablets, software, and email distribution lists
Address end user issues by connecting the users to appropriate resources inside and outside the Division
Maintain a high level of current technology awareness and training
Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues. Provides technical support and advice to members of the University community. Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal
Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base
Performs other related work as needed
Qualification
Required
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 2-5 years of work experience in a related job discipline
Under direction of SSCS Director, ICSG Director of Finance and Operations, Divisional Security Officer, and SSCS Operations Manager, this position implements tools and procedures necessitated to ensure the safety of EUD information systems
Addresses standardized practices to support Faculty and Staff clients, and to resolve end user device issues
Communicates effectively with Departmental clients
Uses standardized tools to support remote and on-premises users
Builds strong professional relationships with Departmental staff to understand and address ongoing issues through weekly check-ins with stakeholders
Continually develops skills and knowledge to improve customer service and role
Communicates with users to understand their security needs and supports the implementation of procedures to accommodate them. Ensures that user community understands and adheres to necessary procedures to maintain security
Responsible for accurately documenting practices and standards
Ensure the integrity of the departmental computing resources and the network, including computer and network security, data integrity, backup procedures, and disaster recovery plans
Deployment and fine-tuning of systems provisioned within SSCS. Install, configure, and maintain workstations and desktop computers, plus their peripheral subsystems as directed by users and the Director of Computing Services. This includes personal computer systems running the Windows and Macintosh operating systems
Provide advice and consultation on all information technology issues, including computer purchasing decisions, technology advice for grant preparations, and interaction with software and hardware vendors as required
Manage the inventory of computers, laptops, tablets, software, and email distribution lists
Address end user issues by connecting the users to appropriate resources inside and outside the Division
Maintain a high level of current technology awareness and training
Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues. Provides technical support and advice to members of the University community. Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal
Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base
Performs other related work as needed
Resume/CV (required)
Three professional references (required)
Cover letter (required)
Preferred
Associate degree in Computer Science or related field
Demonstrable proficiency in installing and supporting desktop computer software in both Windows and Macintosh environments
Advanced troubleshooting of Windows 10/11, macOS, and Linux systems
Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
Proficiency supporting Microsoft 365 applications (Outlook, OneDrive, Teams, SharePoint, etc.)
Support and troubleshoot hardware (laptops, desktops, printers, mobile devices)
Familiar with ServiceNow IT ticketing systems
Knowledge of remote support software
Knowledge of network connectivity and troubleshoot connectivity problems
Understanding of PC/Mac software, operating systems and applications, networks, and hardware
Understanding of Microsoft Office Suite, email clients, and browsers
Strong problem-solving and analytical skills
Excellent verbal and written communication skills
Customer-service oriented with a proactive approach to IT support
Ability to communicate effectively with faculty, researchers, and staff in internal and external organizations
Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment
Excellent decision-making skills
Effective time management skills
Excellent organizational skills with emphasis on detail and follow-through
Excellent listening skills, empathize and focus on client service
Communicate technical information to a non-technical audience in a clear and coherent manner
Maintain strictest confidentiality when working with sensitive information
Demonstrate initiative in the resolution of problems
Benefits
Health, retirement, and paid time off
Company
University of Chicago
One of the world’s great intellectual destinations, the University of Chicago empowers scholars and students to ask tough questions, cross disciplinary boundaries, and challenge conventional thinking to enrich human life around the globe.
10001+ employees
H1B Sponsorship
University of Chicago has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (341)
2024 (318)
2023 (285)
2022 (233)
2021 (179)
2020 (172)
Funding
Current Stage
Late StageLeadership Team
Benedicte Nolens
Distinguished Executive in Residence
Recent News
2025-11-08
San Gabriel Valley Tribune
2025-10-23
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