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F&A ITS - Help Desk

About the Department

The University of Chicago\'s IT Services Department is an integral component of the institution, driving technological innovation and services. As a dynamic team of professionals, we continually strive for excellence in supporting the university\'s mission through advanced IT solutions and a strong commitment to improving employee relations, promoting diversity, equity, and inclusion, and aligning with the University\'s strategic goals.

Job Summary

The Service Desk Specialist, Team Lead operates independently within established protocols to provide technical support for PC, server, or mainframe applications and hardware. This role oversees day-to-day operations and projects for supported clients, diagnosing and resolving complex operating issues and developing troubleshooting scripts. Additionally, the Specialist proposes system modifications to enhance user experience, mentors team members, ensures service level objectives are achieved, audits service desk tickets for completeness and timeliness, and conducts random audits of call recordings to uphold quality customer service standards.

Responsibilities

• Provides an elevated level of customer service-focused technical support over the phone, via email, over chat and other communication mediums identified.
• Timely, courteous, and polite customer interactions.
• An elevated level of problem-solving skills to resolve issues and problems, answer questions and concerns and determine ways to eliminate these issues in the future.
• Technical knowledge of desktop hardware and software, network connectivity, application questions about installation, application compatibility and specific hardware and software related queries.
• Appropriately documents all interactions to capture accurate history of events to help minimize future issues.
• Creates, reviews, works with team to keep Service Desk support, onboarding, and operational documentation is current. Reviews knowledge base documentation for missing articles, updates, service and onboarding checklists.
• Provides coverage and team support beyond one\'s normal schedule filling in for low staff levels, high call volume and/or complete required duties.
• Uses expertise and on-the-job experience to respond to complex user needs. Coordinates and reviews the work of IT (Information Technology) User Support staff to ensure appropriate solutions are provided.
• Works autonomously within established procedures to provide technical support to end-users of PC, server, or mainframe applications and hardware. Manages day-to-day operations and projects for supported clients.
• Assists with technical products and services to ensure the proper level of service is available moving forward, onboarding and operationalizing new staff, monitoring team schedule and adherence, and refining and developing first tier troubleshooting scripts.
• Uses expertise to simulate user problems to diagnose problems and resolve complex operating difficulties, develops troubleshooting scripts for the help desk. Proposes solutions to questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Guides end-users through troubleshooting procedures. Performs upgrades to hardware and software, recommends systems modifications to reduce user problems. Maintains a troubleshooting tracking log to ensure timely resolution of problems. Ensures service level objectives are met for supported clients.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirement include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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Work Experience:

Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Education:

• Associates degree or higher.

Experience:

• End user support experience in resolving issues and providing an elevated level of customer service.
• IT customer support within a research or academic environment.
• Leading teams, coworkers, or managing staff.
• Background with ITSM products.

Preferred Competencies

Maintain strict confidentiality when working with sensitive information.

Excellent decision making and problem-solving skills.

Listen to client concerns, demonstrate client empathy, and remain humble during client interactions.

Demonstrate initiative in the resolution of problems.

Effective time management skills.

Excellent organizational skills with emphasis on detail and follow-through.

Excellent listening skills with t