Information Technology Support Associate (Help Desk) - College of Medicine

Hiring Department: Administration IT

Location: Chicago, IL USA

Requisition ID: 1011744

Posting Close Date: 2/3/2023

About the University of Illinois Chicago

UIC is among the nation’s preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent “Best Colleges” rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has nearly 260,000 alumni, and is one of the largest employers in the city of Chicago.

The College of Medicine within The University of Illinois Chicago is seeking an Information Technology Support Associate. This position will be provide assistance to users of technology services supported by College of Medicine Informational Resources in the areas of computers, local and campus-area networks, AV systems, and the applications associated with those systems. Front line Helpdesk and Phone Support. Provide general user services such as preparing and processing trouble reports, general user training and consulting. The COMIR shared services group supports over 1000 salaried faculty and staff.

This is a full-time and benefits eligible position. Hybrid and flexible work schedules are available. 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.

Duties & Responsibilities:

• Troubleshoot data communication, connectivity and other workstation and network issues.
• Educate users on application use problems, install software and hardware on Windows and Mac OS and configure mobile devices.
• Install and setup printers on multiple print servers; monitor, add and delete printers, coordinate installation of network printers with departments; re-image workstations with related printer connectivity problems.
• Lead and direct the work of others as needed or requested.
• Serve as a resource in coordinating resolution of technical and medical center applications issues.
• Serve as liaison with vendors for installations, problems and resolutions.
• Install, configure, upgrade and maintain hardware and software; re-image workstations; test new desktop components, applications, operating systems and upgrades to ensure compatibility with overall networking operations. This includes installation on departmental and college servers if needed. May work in educational, administrative, clinical and research areas.
• Solve a variety of hardware and software issues: identify, research and resolve complicated issues related to operating systems and applications.
• Educate users on hardware and software procedures; configure access (Citrix, VPN) to servers from off campus; provide feedback about customer needs.
• Document procedures; create and maintain documentation of new applications and application changes; write reports, memorandums and instructional manuals; document operating system and application configurations.
• Analyze needs for new functions and software applications and recommend changes to existing functions and software applications.
• Work with College of Medicine to assure that all computers and data housed on computers adhere to HIPPA regulations and are moved under the Active Directory, ensuring that all department and college workstations adhere to Departmental, Medical Center, and ACCC network policies by providing security for all data.
• Troubleshoot system and network problems and diagnose as well as solve hardware/software faults.
• Set priorities and manage all open cases assuring optimal quality to end users.
• Conduct testing and evaluations of new and existing technology.
• Maintain video conference equipment and software.
• Recommend modification to third party software to meet end user needs as needed.
• Maintain all systems with documented testing and development of procedures to ensure minimal downtime and loss of productivity and service.
• Assure that all trouble tickets are responded to within agreed time limits.
• When necessary, evaluate and supplement vendor supplied documentation, for third party software.
• Perform other related duties and participate in special projects as assigned.

Minimum Qualifications Required:

• High School Diploma or GED equivalent
• Minimum 1 years of professional IT experience within Academic Technologies including experience in designing, developing and delivering course-related instruction using technology solutions to support university faculty in teaching courses

• Bachelor’s degree in computer science, engineering, mathematics, business management, or other related discipline.
• Direct front-line customer support experience.
• Proficiency in using computer hardware and software applications; proficiency in MS Office Suite including Outlook

To Apply: For fullest consideration click on the Apply Now button, please 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 application.

Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation