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Help Desk Support

1 month ago

Chicago, United States University of Illinois Full time
Help Desk Support - College of Liberal Arts & Sciences

Hiring Department: College of Liberal Arts & Sciences

Location: Chicago, IL USA

Requisition ID: 1026342

Posting Close Date: 7/29/2024

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 over 300,000 alumni, and is one of the largest employers in the city of Chicago.

This is a full-time and benefits eligible position. Hybrid and flexible work schedules are available. 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

UIC is seeking a Help Desk Support staff to join our College of Liberal Arts & Sciences technology team. This role partners with users to review and resolve problems and issues associated with utilizing LAS systems, applications and services. This position acts as interface between customers and systems used at UIC in the College of LAS. This role recommends standard policies and procedures for providing routine service. This position coordinates activities to maintain systems, programming, and operations documentation, procedures, and methods including user and reference manuals. Provides support for basic incident resolution and requests reported to the LAS IT Helpdesk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of LAS computer systems. Responsible for collecting information through phone, email, or other means, accessing support tools, and additional support staff as needed.
Duties & Responsibilities:
  • Provides timely and friendly IT support via phone, email, office appointments, and walk-in customers.
  • Provides basic computer training to LAS IT customers.
  • Trains customers on use of UIC and LAS systems and Applications
  • Installation of operating systems and software on LAS computers using tools provided such as SCCM, Deploy Studio, etc.
  • Development and continuous improvement of documentation for all support activities and problem resolutions.
  • Attends customer meetings to gain knowledge of customers' evolving needs.
  • Documents resolutions, and updates internal and external knowledge bases.
  • Attends training sessions and meetings to improve efficiency and customer service.
  • Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
  • Coordinates with external technical support personnel to resolve internally reported issues.
  • Grows general knowledge of UIC and LAS applications and systems, increasing ability to resolve requests on first contact
  • Recommends changes to address frequent support issues encountered by customers.
  • Recommends changes to processes to improve customers' ability to do the work they need to do.
  • Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices
  • Perform other related duties and participate in special projects as assigned.
Minimum Qualifications Required:
  1. High School Diploma or GED equivalent
  2. 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.

Preferred Qualifications:
  • IT support experience in a University.
  • Certifications or experience related to IT support
  • Working knowledge of systems such as Windows, MacOS, Active Directory, Bomgar Remote Support tool, and Cloud Architecture.
  • Demonstrated IT Customer Support Ability.


To Apply: For fullest consideration click on the Apply Now button, please fully complete all sections of the onlineapplication including adding your full work history with specific details ofyour duties & responsibilities for each position held. Fully completethe education, licensure, certification and language sections. Youmay upload a resume, cover letter, certifications, licensures, transcripts anddiplomas within the application.

Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date. Illinois Residency is required within 180 days of employment

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 employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation