Job Information
The University of Chicago Executive Support Specialist - JR25886-3800 in Chicago, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11940463 Department
F&A ITS - Desktop Support Services
About the Department
IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.
We provide secure, stable, and reliable infrastructure and applications to support the mission of the University.
We support and enable faculty research and teaching with the effective use of technology.
We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible.
We identify, manage, and mitigate the technology risks of the University.
Job Summary
Under general supervision, provides second-tier support to executive end-users for PC, laptop, mobile device applications, and hardware. May interact and collaborate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems such as the installation of network hardware, communications wiring, wireless telecommunications facilities, communications software, and other network components. Performs analyses and assists in a variety of IT support activities including, but not limited to providing support to executive end users in problem resolution; developing troubleshooting scripts for the help desk; providing technical assistance in setup, installation, and configuration of end-user hardware and software in compliance with internal controls, policies, and standards. Performs upgrades to hardware and software. Recommends systems modifications to reduce user problems. Researches and analyzes end-user products and systems available in the marketplace and makes recommendations to management. Coordinates with other IT Services and third-party resources for all IT support offerings for University of Chicago Investment Office end-users. Develops, implements, and manages global travel support program for executive clients.
Responsibilities
Provides executive end-user technology support.
Manages customer relationship with University of Chicago Investment Office Executive Support Clients and all other end-users within the department.
Fosters collaboration within the Desktop Services Team to determine optimal configurations, discuss efficient applications, share support techniques, and ensure that staff keeps abreast of new technologies. Works with Computer Acquisition team, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions.
Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions.
Tracks individual performance using standard support metrics.
Manages day-to-day operations and projects for Investment Office clients.
Provides technical support daily and when necessary, on an on-call basis.
Ensures service level objectives are consistently met for supported clients.
Analyzes the current computing environment and proactively makes recommendations to improve the environment.
Escalates high profile incidents or problems to University of Chicago Investment Office Technical Manager and the ITS Desktop Support Manager.
Follows processes to install and configure appropriate hardware and software on desktops, laptops, and printers to consistently deliver successful incident solutions.
Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for Investment Office clients.
Identifies new internal information that should be shared more broadly and continues to identify good working practices and sources of useful knowledge.
Participates in projects where deskto support planning, estimation, and implementation are needed.
Coordinates and completes desktop support project tasks including setting deadlines, and monitoring and summarizing progress to project manager.
Identifies, logs, analyzes, and manages potential and actual issues, risks, and actions under the direction of the project manager.
Participates in discussions with Desktop Services and other IT teams where vendor support is required.
Manages vendor relationships and serves as a contact for vendor representatives of hardware, software, and operating systems.
Maintains industry standards and stays abreast of new software, solutions, releases, product enhancements.
Asset management for all end user computing devices owned and used by the Investment Office.
Provides technical guidance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
Calibrates specifications and typically collaborates with programmers to develop new applications or to make modifications to existing applications. Tests and debugs applications before releasing them to end-users.
Performs other related work as nee