IT Field Services Technician - Intermediate

Overview

Join one of the nation’s most comprehensive academic medical centers, UChicago Medicine, as an IT Field Services Technician - Intermediate. This is an on-site position that will be based at our main UChicago Medicine campus in Chicago (Hyde Park), IL.

• 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.
• Makes site visits to install/update computer hardware or applications or conduct quality assurance reviews or site assessment activities.
• Documents the root cause of problems and the solutions, submitting 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 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.
• Mentor less experienced team members by providing guidance, training, and support as needed.
• Periodically interact with IS teams and vendors to restore service and/or identify and correct core problems.
• Model customer service orientation through professional, responsive actions in a fast-paced and high-volume environment.
• Assist 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.
• Provide specialized user support such as Executive support as requested.
• Provide hardware and software consultations to customers as requested.
• Work with other IS teams to resolve complex customer issues.
• Pperform other duties as requested by senior management.
• Participate in special projects as required by management.

• 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 (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 capable of sorting through issues and conducting 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 with the ability to complete projects and daily responsibilities 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.

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

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