User & Computing Tech Support - Intermediate

Join one of the nation’s most comprehensive academic medical centers, UChicago Medicine, as an IT Field Services Technician - Intermediate. We are seeking logical troubleshooters who can join our team and support the growing operations for our healthcare system. This is an on-site position that will be based primarily at our Hyde Park location in Chicago, IL.   

The IT Field Services Technician is responsible for the design, management, and support of moderate to complex support and operating systems with general supervision. Areas of management and support may include but are not limited to core operating systems, such as Macintosh and Windows, software distribution, and anti-virus solutions. Responsible for providing customer direct technical support for UCMC/BSD supported computer and software with limited direction. This includes monitoring the resolution of problems related to any supported UCMC/BSD device and applications. This support includes but is not limited to Macintosh, PC, Monitors, Printers, and peripherals such as handhelds, scanners, and all applications residing on the standard desktop.    

Essential Job Functions  

• Responsible for managing support tickets for Windows and Macintosh software/applications and hardware.  
• Providing assistance as required, ensuring timely resolution, and meeting all established SLAs.  
• Resolves service requests from the incident tracking system and ensures requests are handled in a timely, accurate, and efficient manner, using remote administration tools, when possible, to resolve the problem.  
• Makes site visits to install/update computer hardware or applications or complete quality assurance reviews or site assessment activities.  
• Documents the root cause of problems and the solutions to problems encountered and submit them to the appropriate management and knowledge management areas or systems.  
• Maintains accurate and complete records of all end device assets in proper management systems.   
• Works effectively as a team member both within the department and across the UCMC/BSD enterprise to promote and integrate information services through communication, cooperation, and collaboration.  
• Provide consistent and accurate feedback to engineering teams on system modifications to meet customer needs, improve stability, or reliability of core systems.   
• Demonstrate an in-depth understanding of all help desk services, processes, and procedures.  
• Consistently provides guidance/training/mentoring for less experienced team members.  
• Periodically interacting with IS teams and vendors to restore service and/or identify and correct core problems.  
• Models customer service orientation through professional responsive actions in a fast-paced and high-volume environment.  
• Assists help desk support staff as needed to facilitate first call resolution where applicable.   
• Participate in on-call pager rotation to provide customer support as needed.   
• Conduct specialized user support such as Executive support as requested.  
• Provide hardware and software consultations to customers as requested.  
• Works with other IS teams to resolve complex customer issues.  
• Performs other duties as requested by senior management.  
• Participate in special projects as required by management.  

Required Qualifications  

• Associate or bachelor's degree in related technical area or technical training/experience equivalent  
• Minimum three years' experience providing support of customer trouble tickets and effectively troubleshooting PC hardware and software problems over the telephone and/or in person required (using remote administration tools and on site)  
• Excellent listening skills with the ability to empathize, focusing on client service  
• Excellent organizational skills with emphasis on detail and follow-through  
• Independent problem-solver. Sorts through issues and conducts comparative analysis of multiple solutions  
• Excellent decision making and problem-solving skills, demonstrating initiative in the resolution of problems  
• In-depth understanding of PC hardware and software, operating systems and applications, networking topology and wireless infrastructure as well as peripherals  
• Effective time management skills required, with the ability to complete projects and daily responsibilities both timely and effectively  
• Excellent interpersonal, oral, and written communication skills to effectively interact with customers, peers, and managers  
• Dedication to exceeding quality standards and providing products and services of the highest caliber  
• Knowledge of networking standards, protocols, security, troubleshooting, and performance tuning  
• Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting  
• Intermediate knowledge of LAN/WAN networking, servers, workstations, operating systems, and applications  
• Reliable transportation   

Preferred Qualifications  

• Bachelor's degree  
• A+ certification from an accredited facility   
• Macintosh support experience  
• Experience with a help tracking system  

Position Details  

• Job Type/FTE: Full Time (1.0 FTE)  
• Shift: 1st Shift   
• Location: Hyde Park   
• Unit/Department: IT Technology Services - Hyde Park   
• CBA Code: Non-Union