Desktop Support Tech - Field Services (Hyde Park, IL) - The University of Chicago Medicine

Job Description

Join one of the nation’s most comprehensive academic medical centers, UChicago Medicine, as a Desktop Support Tech - Field Services (Hyde Park, IL). We are seeking logical troubleshooters who can join our team and support the growing operations for our healthcare system. This is an onsite position that will be based at our main UChicago Medicine campus in Hyde Park, IL.

The Desktop Support Tech - Field Services (Hyde Park, IL) 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.

Job Summary:

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.  Responsibilities also include designing, configuring, and installing hardware and end-user applications (i.e. software), and participation in various departmental projects.

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 SLA’s.
• 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 submits 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 in-depth understanding of all help desk services, processes, and procedures.
• Consistently provides guidance/training/mentoring for less experienced team members.
• Periodically interacts 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.

Projects:

• 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. Bachelor’s degree preferred.
• Minimum four 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.
• 24 x 7 x 365 support requirements. Available to work after hours and weekends, as required.
• Reliable transportation 

Preferred Qualifications:

• 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: Days
• Unit/Department: IT Technology Services - Hyde Park 
• CBA Code: Non-Union

Must comply with UCMC’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, The University of Chicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

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Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront.

University of Chicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: www.uchospitals.edu/jobs 

The University of Chicago Medical Center is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.