1)Executive Support Specialist: under general supervision, provides second-tier support to executive end-users for PC, laptop, mobile device applications, and hardware.
2) 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.
3) 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.
4) 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.
5) Coordinates with other IT Services and third-party resources for all IT support offerings for University Senior Management and their offices.
6) Develops, implements and manages global travel support program for executive clients. 7) Executive End-user technology Support. 8) Manages customer relationship with Executive Support Clients. 9) Fosters collaboration within the Desktop Services Team to determine optimal configurations, discussion efficient applications, sharing support techniques, and ensuring that staff keeps abreast of new technologies.
10) Works with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions.
11) Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions. 12) Tracks individual performance using standard support metrics. 13) Manages day-to-day operations and projects for Executive Support clients. 14) Provides executive technical support on a 24x7x365 on-call basis. 15) Ensures service level objectives are consistently met for Executive Support clients. 16) Analyzes the current computing environment and proactively makes recommendations to improve the environment. 17) Escalates high profile incidents or problems to Assistant Director, Desktop Services. 18) Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions. 19) Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for executive support clients. 20) Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge.
21) Participates in projects where desktop support planning, estimation, and implementation. 22) Coordinate and completes desktop support project tasks including setting deadlines, monitoring and summarizing progress to Project Manager. 23) Identifies, logs, analyzes and manage potential and actual issues, risks and actions under the direction of the Project Manager. 24) Participates in discussions with Desktop Services and other IT teams where vendor support is required. 25) Manages vendor relationships and serves as a contact for vendor representatives of hardware, software and operating systems. 26) Maintains industry standards and stays abreast of new software, solutions, releases, product enhancements.
1) Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment. 2) Understanding of network connectivity and ability to troubleshoot connectivity problems. 3) Understanding of PC/Mac software, operating systems and applications, networks, and hardware. 4) Understanding of Microsoft Office Suite, email clients, and browsers. 5) Excellent decision making and problem solving skills. 6) Effective time management skills. 7) Excellent organizational skills with emphasis on detail and follow-through. 8) Excellent listening skills with the ability to empathize and focus on client service. 9) Ability to communicate technical information to a non-technical audience in a clear and coherent manner. 10) Ability to maintain strictest confidentiality when working with sensitive information. 11) Ability to demonstrate initiative in the resolution of problems. 12) Ability to work independently, with minimal supervision, including nights and or weekends as required by project deadlines or other work that is essential to the job. 13) Ability to assess the IT needs on a proactive (vs. reactive) basis and provide recommendations for future technology for the University.
14) Accountability: Â proven track record in owning up to commitments and highly self-motivated, take ownership of tasks and has ability to make responsible decisions promotes a sense of urgency and collaborates with team members effectively to establish high performance standards. 15) Customer Focused: takes the initiative to represent the user and performs daily work to improve the overall end user experience, anticipates customerâ™s needs and consistently provides services above customerâ™s expectations. 16) Executive Presence: conducts oneâ™s self in a consistent highly professional manner always aware of the level of responsibility held by the customers this position will support, ensure one delivers a very positive first impression through neat appearance and clear speech, with all written and verbal communication is delivered in a concise, crisp and clear manner. Â Â
1) Bachelor's degree or higher in a related technical area.
2) Technical certification in hardware or Windows/Apple Operating systems or networking such as A+, N+, MCP (XP,7, Server). 3) MCESDT Microsoft Enterprise Desktop Support Technician or equivalent experience.
4) MOS Microsoft Office Specialist or equivalent experience. 5) VCP (VMWare).
6) Windows 10 MCSA windows certification or equivalent experience.
7) Apple Certified Support Professional (ACSP) 10.14 certification or equivalent experience.
1) Minimum seven years of computer user support experience in resolving issues and providing a high level of service. 2) Minimum one year of experience providing executive support or professional services support. 3) Experience using incident tracking software and use of ITIL incident management practices.
4) Experience supporting conference room technology including conference phones, projectors, presentation laptops, video conferencing, WebEx and Zoom.
2) Cover Letter
NOTE: When applying all required documents MUST be updated under the Resume/CV section of the application.
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected 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 the Applicant Inquiry Form.
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Internal Number: JR06097
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