Technology Solutions seeks an On Site Support Specialist to join our Client Experience team as we work to transform the IT service experience for the university community. The Client Experience team is the front line in providing IT client support to over 34,000 students and over 9,000 faculty and staff. If you are looking for an inclusive environment that provides opportunities for learning and problem-solving while maintaining work-life balance, then this position may be for you!

The University of Illinois Chicago is growing (ranked 1st in diversity in the Midwest, top 25 public university, top 10 best value and many more). Technology Solutions, the central IT organization for the university, provides critical IT services and infrastructure in support of the university’s strategic mission to inspire excellence.

This is a full time benefits eligible position which offer a flexible Hybrid work schedule.  UIC offers competitive salaries commensurate with experience.  In addition all full time benefits eligible positions include a comprehensive benefits package which include; Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes; Vacation, Holiday and Sick.  In addition we offer tuition waivers for employees and dependents.  Click for a complete list of Employee Benefits

• Assist clients and staff in designated university units with the installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral and audio-visual equipment, and software within established standards and guidelines. Maintain a high level of client satisfaction through effective communication and prompt resolution of support requests, including escalation to other staff or vendor contacts as needed.

• Utilize endpoint management software tools (including GPO, Intune, MECM, and Jamf) to deploy and maintain computers following relevant university standards and policies, ensuring compatibility and reliability with use of diverse software and hardware systems. Assist in maintenance of hardware and software inventory and deployment details, including recommendations to clients on equipment replacement cycles.

• Fully participate in defined support processes, including creation, updating, and resolution of support interaction tickets. Document and monitor reported service problems and their associated workarounds to ensure timely and, when possible, proactive resolution of incidents.

• Participate in the development of associated documentation to ensure efficient service provision and support: internal knowledgebase of procedures for common requests/incidents, testing procedures, training guides, manuals, and how-to documents. Provide assistance
  and guidance to clients through demonstration of applications, equipment, and processes.

• This position includes participation in rotating on-call support responsibilities outside of regular business hours, including nights, weekends, and holidays.

Perform other related duties and participate in special projects as assigned.

Minimum Qualifications Required: 

1. Bachelor’s degree within Computer Science or closely related field of study
2. Minimum 1 years of professional IT experience within IT Support Services which includes demonstrated experience providing end-user technical and troubleshooting support with computer hardware, software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.

Preferred Qualifications:

• Knowledge of computer hardware, operating systems, Active Directory, Exchange, Microsoft
• MECM and Intune, and remote access technologies
• Microsoft Certified Technology Specialist (MCTS) Windows 10.
• A+/Network+ certification.
• Intune and Azure AD knowledge.
• Excellent customer service skills.
• Analytical skills to diagnose and solve problems, with attention to detail.
• IT Infrastructure Library (ITIL) Foundation Certification preferred.
• Technical proficiency with Microsoft Office Suite, including use, installation, configuration, and troubleshooting.
• Ability to explain and instruct others in the proper operation of computer and audio & video systems.
• Ability to effectively communicate and present technical concepts at all levels of the
• organization.
• Additionally, for Lead: Ability to mentor staff and lead IT related projects.
• Demonstrated ability to learn quickly, adapt, and train on new hardware or software
• applications. 
• Ability to be self-motivated and directed, and effectively prioritize and execute tasks in a high-pressure environment. 

To Apply: For fullest consideration, please fully complete an online application by clicking the Apply for Position button below.

Fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification and language sections.

You may upload a resume, cover letter, certifications, licensures, transcripts and diplomas within the document section of your online application.

All civil service positions require an exam.  The exam for this position is a Credentials Assessment.  You will not be required to report in person for this exam.

Credential Assessment Exam Scoring Information:

You will not be required to report in person for this exam. The updated online application and all uploaded, relevant documents, such as a resume, college transcript, certifications and licensures will be used in the calculation of the exam score. These documents should be uploaded prior to the position close date.

When completing your online application, please be sure to provide detailed information about your job knowledge and specific duties and responsibilities, as your qualifications for any Civil Service position will be primarily determined based on what is contained in the application. Dates of employment and if employed on a full or part time basis (including number of hours per week) must be indicated for each position held. Additional consideration will be given to supporting documentation i.e. resume, transcripts, licenses, and certifications so please be sure to attach all applicable documents.

For additional information regarding this position please contact Heather Ross at hross@uic.edu 

If an application is not fully completed and submitted by the close date, the applicant/employee will not be considered for this position.

For fullest consideration, the above mentioned requirements must be submitted no later than 5/24/2022.

We appreciate your interest in employment at the University of Illinois at Chicago.

The University of Illinois is an Affirmative Action/Equal Opportunity Employer.

This position requires Illinois residency within 180 days of the hire date.

University of Illinois faculty, staff and students are required to be fully vaccinated against COVID-19. If you are not able to receive the vaccine for medical or religious reasons, you may seek approval for an exemption in accordance with applicable University processes.

For classifications that require a degree as part of the minimum qualifications, a degree verification will be required before any offers of employment are extended.

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