Department
 

UEI Technology

About the Department
 

The Crown Family School of Social Work, Policy, & Practice (Crown Family School) builds upon a legacy of more than a century of scholarship, education and leadership in social work and social welfare, blending a distinctive interdisciplinary tradition with applied problem-solving to foster innovative solutions to some of society’s most pressing social problems. For more information about the Crown School, please visit our website at: https://crownschool.uchicago.edu/.

The University of Chicago Crown Family School is the academic home to the Urban Education Institute (UEI), an internationally and nationally renowned institute with the aim of promoting applied research on youth development and learning in formal and informal settings. UEI conducts rigorous applied research, trains researchers and practitioners, and provides research-based tools and resources in schools across the country.

Job Summary
 

The Urban Education Institute (UEI) and Crown Family School (Crown) are seeking a Desktop Support Engineer to support computer users at the University of Chicago's Urban Education Institute and Crown Family School. We are looking for a person who enjoys troubleshooting problems, working closely with others, and guiding researchers in using new systems and technologies. The Desktop Support Engineer (DSE) provides technical support to computer users in a multi-platform (primarily Windows with some Macintosh) computing environment. The DSE acts as a liaison between technology and all UEI/Crown operations, in providing support for general business applications (Microsoft Office suite, Google apps, Adobe, Zoom, Slack, et. al.), specialized data analysis software (SAS, SPSS, STATA, R, X-Win32), and other software packages.

The DSE simulates or recreates a range of complex user problems to resolve operating difficulties. The DSE possesses some competency with basic Unix/Linux terminal commands in order to support users of data analysis systems. The DSE may interact with network services to restore service and/or identify and correct core problems. The DSE recognizes the importance of computer and data security and will work with staff on adhering to the security standards of the organization. The DSE will maintain currency and a high level of technical skill in the field of IT.

Responsibilities

Provide technical leadership in setup, installation, and configuration of desktop hardware and software using Microsoft Endpoint Management Configuration Manager for Windows PCs and Jamf for Macintosh PCs

Maintain compliance with internal controls, policies, and standards

Perform upgrades to hardware and software; and supporting printing and other peripheral computing devices for both Windows and Macintosh systems

Develop troubleshooting scripts

Guides a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures.

Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.

Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.

Calibrates specifications and typically collaborates with programmers to develop new applications or to make modifications to existing applications. Tests and debugs applications before releasing them to end-users.

Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include a college or university degree in related field.

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Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Education:

Bachelor's degree, either in a computer or technology-related technical area.

Experience:

Minimum of five years of user support experience.

Extensive experience with Windows operating system and applications. Experience with enterprise endpoint configuration management software such as MEMCM or Jamf strongly preferred.

Knowledge and skills developed through 5-7 years of experience in a related job discipline (including troubleshooting hardware and software problems, experience with various computer related technologies such as phones, tablets, printers, scanners, etc.).

Certifications

Technical training certification.

Preferred Competencies

Problem solving, reasoning, and critical thinking skills.

Ability to understand technical aspects of a unit's core technology functions and determine customized IT needs to support those functions.

Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.

Familiarity with network connectivity and ability to troubleshoot connectivity problems.

Thorough understanding of Windows and/or Macintosh software (operating systems and applications).

Basic understanding of computer networks, IP addressing, DNS, DHCP.

Excellent decision making and problem-solving skills.

Effective time management skills required. Excellent organizational skills with emphasis on detail and follow-through.

Excellent listening skills with the ability to empathize and focus on client service.

Ability to communicate technical information to a non-technical audience in a clear and coherent manner.

Ability to propose solutions to questions regarding system procedures, online transactions, systems status, and downtime procedures.

Ability to maintain strictest confidentiality when working with sensitive information.

Ability to demonstrate initiative in the resolution of problems required. Some familiarity with data analysis software.

Familiarity with Linux/Unix command line scripting and/or Windows shell scripting.

Working Conditions

In office work schedule, in the Hyde Park campus in Chicago, with periodic travel to sites around Chicago.

Regular attendance.

Handling multiple concurrent tasks.

Some periods of high stress.

Constant interruptions with work environment.

Must assimilate and incorporate newly acquired information in a timely manner.

Relatively sedentary position.

Frequent keyboarding and reading on-screen and printed text.

Extended time working at a computer.

Application Documents

Resume (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
 

Exempt

Pay Frequency
 

Monthly

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.