Desktop Support Computer Technician
University of Chicago - Chicago, IL

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Desktop Support Computer Technician

Type of Position
Staff

Number of Positions Available
2

Division
Social Sciences

Department
23320-Social Science Computing Services

*Standard Summary
Under direct supervision, provides routine support to end-users for PC, server, or mainframe applications and hardware. Configures, maintains, and installs server applications and hardware using existing procedures to solve routine or standard problems. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to diagnose problems and resolve operating difficulties. Answers questions regarding system procedures, online transactions, systems status, and downtime procedures. Guides end users through troubleshooting procedures and may develop troubleshooting scripts. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Coordinates referrals to appropriate technical, professional, or service personnel for service, repair, or training. May work within a call center. Refers more complex problems to senior level support specialists. May research and analyze computer products and systems available in the marketplace.

About the Unit
Social Sciences Computing Services' Desktop Support Group has existed since 1999 and has grown in size and responsibility significantly since that time. Currently the Desktop Support Group provides computing support to over thirty departments, committees, programs, research centers, and other interdisciplinary research groups that comprise the Social Sciences Division.

The Desktop Support Group has five full-time support analysts and eight part-time students and technicians who support approximately 800 desktops, laptops and network printing devices. Full-time and part-time employees are assigned as primary support designates for specific departments and/or research areas. The desktop support staff is housed across the Division in order to provide high availability, visibility and convenience to the faculty and staff in the respective areas of the desktop support staff.

Unit Job Summary
Desktop Support Computer Technician: Answers service requests in the form of phone calls, e-mails, or walk-ins. Sets up new computer systems and troubleshoots existing ones. Performs limited support functions, and consults with the Desktop Support Manager for higher-level or difficult decisions. Responsible for learning internal policies and procedures for daily duties and must pay attention to detail while performing maintenance or troubleshooting tasks.

Education
Associate's degree or higher in a related technical area OR one year of equivalent technical training/experience required.

Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server) preferred.

Experience
Minimum of one year of user support experience, troubleshooting hardware and software problems required.
Experience with various computer related technologies required.
Experience with windows operating system required.
Experience with basic computer installations, troubleshooting and networking required.
Fundamental understanding of PC and/or Mac hardware and software installation and troubleshooting in a desktop computing environment required.
Strong verbal and written skills required.
Ability to work independently as well as in a team environment required.

Experience with Mac OS preferred.

Competencies
Ability to lift 30-50 pounds in the form of boxed and unboxed computers and printers as well as push 100-200 pound cart with loads of equipment.
Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment required.
Familiarity with network connectivity and ability to troubleshoot connectivity problems required.
Understanding of PC/Mac software, operating systems and applications, networks, and hardware required.
Understanding of Microsoft Office Suite, email clients, and browsers required.
Excellent decision making and problem solving skills required.
Effective time management skills required.
Excellent organizational skills with emphasis on detail and follow-through required.
Excellent listening skills with the ability to empathize and focus on client service required.
Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
Ability to maintain strictest confidentiality when working with sensitive information required.
Ability to demonstrate initiative in the resolution of problems required.

Required Job Seeker Documents
Resume
Cover Letter

Optional Job Seeker Documents

Work Location
Campus - Hyde Park

Other Work Location

Work Schedule
Part-Time

Hours/Week
19.5

If other than regular hours (M-F, 8:30-5:00) please detail
Varies

Benefits Eligible?
No

Union (If applicable):
Non-Union

Pay Grade
NA

Pay Range
Depends on Qualifications

Pay Frequency
Biweekly

Does this position require incumbent to operate a vehicle on the job?
No

Is a Background Check Required?
Yes

Is Drug Testing Required?
No

Employee Referral Bonus Amount
None

Posting Date
07-26-2013

Remove from posting on or before
01-26-2014

University of Chicago - 20 months ago - save job
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Founded by oil magnate John D. Rockefeller, the University of Chicago is a private, nondenominational institution of higher learning....