Senior or Associate On-Site Support Specialist

Senior or Associate On-Site Support Specialist

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The University of Illinois Chicago Technology Solutions group provides critical IT services and infrastructure in support of the university’s strategic mission to inspire excellence.
Technology Solutions is seeking an On-Site Support Specialist, Senior and Associate levels to join our team.
This position is primarily responsible for delivering high-quality, customer-focused, technical and end-user support to designated university units. This position assists end-users with specification and technical support of computing endpoints and peripherals, applications, and related technologies. This role requires interaction with application software, operating systems, and vendor partners to diagnose and resolve unique, non-recurring problems, and successfully deploy hardware and software solutions within established standards and guidelines.

Main responsibilities for both positions:

• Fully participate in team’s 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.

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.

• 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.
• Provide assistance and guidance to clients through demonstration of applications, equipment, and processes.

Senior position includes following additional scope:

• Provide training, guidance, and technical assistance to On-Site Support team to facilitate successful completion of tasks and enhancement of departmental processes.
• Lead the development, review, and implementation of related IT project plans, including engaging with stakeholders for requirements gathering and deliverables.

This position requires the use of a mobile phone, including participation in rotating on-call support responsibilities outside of regular business hours, including nights, weekends, and holidays

Qualifications:
Bachelor’s degree in computer science or relevant field of study
For Specialist:
At least one (1) year of professional experience in IT support services.
For Senior Specialist:
At least five (5) years of professional experience in IT support services.

Preferred Qualifications:
Experience with client-focused, hands-on desktop support in large IT environment is preferred. Knowledge of computer hardware, operating systems, Active Directory, Exchange, Microsoft MECM and Intune, and remote access technologies. Microsoft Certified Technology Specialist (MCTS) Windows 10 preferred. A+/Network+ certification preferred. Intune and Azure AD knowledge preferred. 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 Senior: Ability to mentor staff and lead IT related projects.
Demonstrated ability to learn quickly, adapt, and train on new hardware or software applications is preferred. Ability to be self-motivated and directed, and effectively prioritize and execute tasks in a high-pressure environment is preferred.