IT Help Desk Analyst

1 week ago

Chicago, United States University of Illinois Full time

**IT Help Desk Analyst - UIC Law IT**

**Hiring Department**: UIC Law IT

**Location**: Chicago, IL USA

**Requisition ID**: 1024885

**Work Schedule**:Onsite** **Monday - Thursday 8:30am - 4:30 pm and Friday 9:00 am - 5:00 pm.

**Salary Range**:$43,095 - $45,000 commensurate with experience

**Posting Close Date**: 5/3/2024

**About the University of Illinois Chicago**

UIC is among the nation’s preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent “Best Colleges” rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has nearly 260,000 alumni, and is one of the largest employers in the city of Chicago.

This is a full-time and benefits eligible position. UIC offers competitive salaries commensurate with experience. In addition all full time benefits eligible positions include a comprehensive benefits package which include; Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes; Vacation, Holiday and Sick. In addition we offer tuition waivers for employees and dependents. Click for a complete list of Employee Benefits

The UIC School of Law, Chicago's first public law school, is seeking applicants for an IT Help Desk Analyst. This role is the primary level of support for the students, faculty, and staff of UIC Law School. This role is responsible for providing timely and accurate support to end users in both Mac and Windows environments, diagnosing hardware, software problems, operator issues, and taking appropriate actions on a case-by-case basis. The Information Technology Support Associate is additionally responsible for the maintenance and improvement of technology rich learning and research environments, supporting aspects of remote learning, and classroom/lecture capture services.

**Duties & Responsibilities**:

- Initial intake of all requests for assistance and level one troubleshooting with respect to computer and A/V hardware, software and network problems or related issues.
- Diagnosis of issues, including a determination of scope, urgency, and estimated time to resolution. Troubleshooting to determine resolution of issue or escalation of issue to Operations Support.
- Thoroughly and accurately document incidents, problems, and requests through ticketing system. Create and maintain How-To guides and Knowledge Base articles on reoccurring or technically specific issues.
- Assist in the installation, maintenance and repair of computers, VoIP phones setup and administration, and installed A/V control systems and associated hardware, including smart classrooms, courtrooms, and other meeting rooms.
- Provide general audio/video and computer support to faculty and staff. Provide general support for student BYOD computers.
- Monitor and maintain classroom technology including projectors, document cameras, web cameras, video cameras, p.a. speakers, microphones, etc.
- Manage video content software and services; this includes assisting UIC Law faculty, staff and students with lecture recordings, screen casting, and video streaming.
- Providing clients with updates no less frequently than every 24 hours until the issue is resolved.
- Assist faculty and staff with web and video conferencing for classes, meetings and events.
- Provide IT onboarding setup and orientation to new staff.
- Carefully follow and implement Law IT Services, law school, and campus policies and procedures.
- Perform other related duties and participate in special projects as assigned.

**Minimum Qualifications Required**:

- High School Diploma or GED equivalent
- Minimum 1 years of professional IT experience within** IT Support Services** which includes demonstrated experience providing end-user technical and troubleshooting support with computer hardware, software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.

LI-ONSITE
- The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal

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