Help Desk Lead

Department

Booth IT: Service Desk

About The Department

The University of Chicago Booth School of Business is the second-oldest business school in the U.S. and second to none when it comes to influencing business education and business practices. Since 1898, the school has produced ideas and leaders that shape the world of business. Their rigorous, discipline-based approach to business education transforms students into confident, effective, respected business leaders prepared to face the toughest challenges.

Chicago Booth has the finest set of facilities of any business school in the world. Each of the four campuses (two in Chicago, one in London, and one in Hong Kong) reflects the architectural traditions of its environs while offering a state-of-the-art learning environment.

Chicago Booth Is Proud To Claim:

• an unmatched faculty.
• degree and open enrollment programs offered on three continents.
• a global body of nearly 56,000 accomplished alumni.
• strong and growing corporate relationships that provide a wealth of lifelong career opportunities.
  
  

As part of the world-renowned University of Chicago, Chicago Booth shares the University's core values that shape the distinctive intellectual culture. At Booth, they constantly question and test ideas, and seek proof. This extraordinarily effective approach to business leads to new ideas and innovative solutions. Seven of the Booth faculty members have won Nobel Prizes for these ideas - the first business school to achieve this accomplishment.

For more information about the University of Chicago Booth School of Business, please visit: http://www.chicagobooth.edu/.

Job Summary

The University of Chicago, Booth School of Business is seeking a Help Desk Lead to support a world-class team of faculty, staff and students. This Lead will be proactive and highly motivated to provide excellent customer service and lead a talented group of technology staff. They will oversee the day-to-day multi-site operation of the help desk responsible for two campuses in Chicago, as well as London and Hong Kong campuses. The Lead will support highly respected Booth faculty and the students who will become future business leaders. The same passion for research and education held by our faculty and staff should be apparent in the lead’s approach to support and problem solving.

Responsibilities

• Provides first and second level help desk support.
• Categorizes tickets by severity and escalates as appropriate.
• Monitors all open tickets and helps move them to resolution.
• Updates and writes documentation to support Information Technology processes and procedures.
• Logs and resolves Help Desk tickets (calls, emails and walk-ins) regarding: network connectivity; PC, mac, printer and mobile hardware support; application support; audio visual requests; account management support.
• Promptly refers unresolved issues to 2nd level support staff.
• Promptly refers urgent issues to the Associate Director of the Service Management and Applications Support.
• Sends announcements to our customers regarding new offerings, outages and upgrades as needed.
• Monitors student computer labs to ensure availability and reliability.
• Serves in rotation for off-hours Help Desk support.
• 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.
  
  

Education:

Minimum Qualifications

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

Work Experience:

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

Certifications:

Preferred Qualifications

Education:

• Bachelor’s degree.
  
  

Experience:

• A minimum of two years of customer service experience.
  
  

Technical Skills Or Knowledge:

• Proficiency in internet technologies and Microsoft Office.
• Proficiency in Windows and Macintosh configuration.
  
  

Preferred Competencies

• Strong written and communication skills.
• Work under pressure and with tight deadlines.
• An openness and flexibility in dealing with changing priorities.
• Strong interpersonal, multi-tasking, problem solving, and organizational skills.
  
  

Working Conditions

• This position is currently expected to work a minimum three days per week in the office.
• Primary shift is 9:00 AM to 5:30 PM, but may occasionally work other schedules as needed.
• Work primarily in Hyde Park campus and at our downtown Gleacher Center campus a few times a year.
• Work occasional weekend shifts at multiple locations, as needed.
• On-call by cell phone and provide off-hours Help Desk support approximately 1 week every 28 days.
  
  

Application Documents

• Resume/CV (required)
• Cover Letter (required)
  
  

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

Individual Contributor

FLSA Status

Non-Exempt

Pay Frequency

Biweekly

Scheduled Weekly Hours

37.5

Benefits Eligible

Yes

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Posting Statement

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or 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 Applicant Inquiry Form.

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.