The University of Chicago
Help Desk Analyst
The University of Chicago, Chicago, Illinois, United States, 60290
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12398175 Department
Booth IT: Service Desk
About the Department
The University of Chicago Booth School of Business is the second-oldest business school in the U.S. and second to none when it comes to influencing business education and business practices. Since 1898, the school has produced ideas and leaders that shape the world of business. Their rigorous, discipline-based approach to business education transforms students into confident, effective, respected business leaders prepared to face the toughest challenges.
Chicago Booth has the finest set of facilities of any business school in the world. Each of the four campuses (two in Chicago, one in London, and one in Hong Kong) reflects the architectural traditions of its environs while offering a state-of-the-art learning environment.
Chicago Booth is proud to claim:
-an unmatched faculty.
-degree and open enrollment programs offered on three continents.
-a global body of nearly 56,000 accomplished alumni.
-strong and growing corporate relationships that provide a wealth of lifelong career opportunities.
As part of the world-renowned University of Chicago, Chicago Booth shares the University\'s core values that shape the distinctive intellectual culture. At Booth, they constantly question and test ideas, and seek proof. This extraordinarily effective approach to business leads to new ideas and innovative solutions. Seven of the Booth faculty members have won Nobel Prizes for these ideas - the first business school to achieve this accomplishment.
For more information about the University of Chicago Booth School of Business, please visit: http://www.chicagobooth.edu/.
Job Summary
The Help Desk Analyst performs on-site help desk duties in Information Technology at the University of Chicago Booth School of Business. This individual works as part of a help desk that offers single point of contact services. The Help Desk Analyst provides 1st and some 2nd tier support with calls, emails, walk-ins, voicemail, to students, staff, faculty, and alumni. This person monitors open issues and helps move them to resolution. This position monitors/provides PC and printer support in the student computer lab, in addition to providing front desk support. Participates in a rotation of people who provide on-call, off-hours support.
Responsibilities
Logs/resolves help desk calls, emails, walk-ins, and voicemail contacts regarding Network Connectivity, PC, mac, printer and mobile hardware support, Application support, Audio visual requests, Ad hoc requests, and Account creation and password resets. Promptly refers unresolved issues to 2nd level support. Promptly refers urgent issues to the Help Desk Team Lead. Sends announcements to our customers regarding new offerings, outages and upgrades as needed or required. Monitors own open-call log to ensure prompt resolution. Utilizes products in place to monitor incidents and create daily reports. Monitors student computer labs. Fixes student computer lab printer issues. Serves in rotation for off-hours Help Desk support. With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installati n, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. Coordinates and implements updates to network hardware, software systems, and applications. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management Performs other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Work Experience:
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
Certifications:
---
Preferred Qualifications
Education:
Bachelor\'s degree.
Experience:
A minimum of two years of help desk experience. A minimum of two years of customer service experience.
Technical Skills or Knowledge:
Proficien
Booth IT: Service Desk
About the Department
The University of Chicago Booth School of Business is the second-oldest business school in the U.S. and second to none when it comes to influencing business education and business practices. Since 1898, the school has produced ideas and leaders that shape the world of business. Their rigorous, discipline-based approach to business education transforms students into confident, effective, respected business leaders prepared to face the toughest challenges.
Chicago Booth has the finest set of facilities of any business school in the world. Each of the four campuses (two in Chicago, one in London, and one in Hong Kong) reflects the architectural traditions of its environs while offering a state-of-the-art learning environment.
Chicago Booth is proud to claim:
-an unmatched faculty.
-degree and open enrollment programs offered on three continents.
-a global body of nearly 56,000 accomplished alumni.
-strong and growing corporate relationships that provide a wealth of lifelong career opportunities.
As part of the world-renowned University of Chicago, Chicago Booth shares the University\'s core values that shape the distinctive intellectual culture. At Booth, they constantly question and test ideas, and seek proof. This extraordinarily effective approach to business leads to new ideas and innovative solutions. Seven of the Booth faculty members have won Nobel Prizes for these ideas - the first business school to achieve this accomplishment.
For more information about the University of Chicago Booth School of Business, please visit: http://www.chicagobooth.edu/.
Job Summary
The Help Desk Analyst performs on-site help desk duties in Information Technology at the University of Chicago Booth School of Business. This individual works as part of a help desk that offers single point of contact services. The Help Desk Analyst provides 1st and some 2nd tier support with calls, emails, walk-ins, voicemail, to students, staff, faculty, and alumni. This person monitors open issues and helps move them to resolution. This position monitors/provides PC and printer support in the student computer lab, in addition to providing front desk support. Participates in a rotation of people who provide on-call, off-hours support.
Responsibilities
Logs/resolves help desk calls, emails, walk-ins, and voicemail contacts regarding Network Connectivity, PC, mac, printer and mobile hardware support, Application support, Audio visual requests, Ad hoc requests, and Account creation and password resets. Promptly refers unresolved issues to 2nd level support. Promptly refers urgent issues to the Help Desk Team Lead. Sends announcements to our customers regarding new offerings, outages and upgrades as needed or required. Monitors own open-call log to ensure prompt resolution. Utilizes products in place to monitor incidents and create daily reports. Monitors student computer labs. Fixes student computer lab printer issues. Serves in rotation for off-hours Help Desk support. With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installati n, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. Coordinates and implements updates to network hardware, software systems, and applications. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management Performs other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Work Experience:
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
Certifications:
---
Preferred Qualifications
Education:
Bachelor\'s degree.
Experience:
A minimum of two years of help desk experience. A minimum of two years of customer service experience.
Technical Skills or Knowledge:
Proficien