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, installation, 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 managementPerforms 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:

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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:

Proficiency with the internet and MS Office (PowerPoint, Word, Excel, Outlook, and Access).Proficiency in Windows PC configuration, Linux, and Macintosh.Knowledge of Team Dynamix call tracking system.

Preferred Competencies

Outstanding verbal, written, and presentation skills, as well as organizational skills.Learn new technical skills quickly.An openness and flexibility in dealing with changing priorities.Strong interpersonal, multi-tasking, problem-solving, and organizational skills.Handle multiple detailed tasks/projects simultaneously and meet strict deadlines with frequent interruptions. Demonstrated ability to work effectively and diplomatically with colleagues, as well as with students, faculty and corporate contacts in a multitude of communication methods, such as in person, email, or phone.Professional demeanor, including tact, discretion, and a customer service-oriented approach.

Working Conditions

Primary shift is 9:00 am to 5:30 pm, but may occasionally work other schedules as needed.Work is primarily in our Hyde Park campus, and at our downtown Gleacher Center campus a few times a year.On-call by cell phone and provide off-hours Help Desk support about once a month.This position is currently expected to work a minimum three days per week in the office.

Application Documents

Resume/CV (required)Cover Letter (required)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

37.5

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

Pay Rate Type

Hourly

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FLSA Status

Non-Exempt

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Pay Range

$27.69 - $33.33

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement
 

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.