at University of Illinois at Chicago in Chicago, Illinois, United States
Job Description
Help Desk Support - College of Liberal Arts & Sciences
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... For full info follow application link.
The University of Illinois may conduct background checks on all job candidates upon acceptance of a contingent offer. Background checks will be performed in compliance with the Fair Credit Reporting Act.
The University of Illinois Chicago is an affirmative action, equal opportunity
institution/employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, sexual orientation, gender identity, veteran or disability status, height, weight, or marital status in employment or the provision of services.
