Desktop Support Technician

Desktop Support Technician

The Desktop Support Technician provides technical support to faculty and staff for desktop computing and general problem resolution. Work will focus on, but not be limited to, Microsoft Windows, Mac OS, applications, and mobile devices.

Responsibilities include:

• Providing telephone and in-person technical support, problem-solving and troubleshooting for faculty, and staff computers, including Windows OS, Mac OS, Android, and iOS.
• Supporting Microsoft Windows classroom and student lab computers at the Chicago Booth Hyde Park campus as well as downtown campuses.
• Building and testing new computer systems and software for faculty and staff.
• Evaluating and recommending new computer technologies to use in the Booth environment.
• Installing networking hardware and software.
• Advising end users on hardware and software purchases based on their requirements.
• Staying informed on technology trends and information resources to provide technology support and guidance.
• Escalating problems to ensure they are resolved in a timely manner.
• Providing second-level technical support.
• Providing support during normal shift hours, occasional Saturday shifts, and periodic on-call hours.
• Providing technical support primarily at the Harper Center in Hyde Park as well as occasionally at the Gleacher Center in downtown Chicago.
• Working autonomously within established procedures to provide technical support to end-users of PC, server, or mainframe applications and hardware. Managing day-to-day operations and projects for supported clients.
• Guiding end-users through troubleshooting procedures. Performing upgrades to hardware and software, recommending systems modifications to reduce user problems. Maintaining a troubleshooting tracking log to ensure timely resolution of problems. Ensuring service level objectives are met for supported clients.
• Performing other related work as needed.

Minimum qualifications include vocational training, apprenticeships, or the equivalent experience in a related field (not typically required to have a four-year degree). Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

Preferred qualifications include:

• Bachelor's degree.
• Extensive knowledge of Windows and Macintosh operating systems.
• Extensive knowledge of personal computer hardware.
• Proficient in application software such as Microsoft Word, Excel, PowerPoint, and browser-based applications.
• Proficient in Mac/OS.
• Knowledge of computer networks.
• Knowledge of Linux.
• Knowledge of iOS and Android operating systems and a familiarity with mobile phones and tablets.

Preferred competencies include:

• Work well with others.
• Strong written and oral communications skills.

Working conditions include:

• Occasionally work multiple shifts at multiple locations.
• Prolonged use of computer and intensive keyboard use.
• Lift at least 50 pounds.
• This position is currently expected to work a minimum three days per week in the office.
• Regular shift hours are 9:00 a.m.- 5:30 p.m., Monday-Friday. On-call, after-hours support approximately every six weeks or as assigned. Saturday shift once every three months or as assigned.
• This position currently works a hybrid schedule.

Application documents required:

• Resume/CV
• Cover Letter

When applying, the documents MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.