IT Field Services Technician - Intermediate

Job Description

Join one of the nation’s most comprehensive academic medical centers,
UChicago Medicine
, as an IT Field Services Technician - Intermediate
. We are seeking logical troubleshooters who can join our team and support the growing operations for our healthcare system.
This is an on-site position that will be based at our main UChicago Medicine campus in Chicago (Hyde Park), IL.

• Responsible for managing support tickets for Windows and Macintosh software/applications and hardware.
• Providing assistance as required, ensuring timely resolution, and meeting all established SLAs.
• Resolves service requests from the incident tracking system and ensures requests are handled in a timely, accurate, and efficient manner, using remote administration tools, when possible, to resolve the problem.
• Makes site visits to install/update computer hardware or applications or complete quality assurance reviews or site assessment activities.
• Documents the root cause of problems and the solutions to problems encountered and submit them to the appropriate management and knowledge management areas or systems.
• Maintains accurate and complete records of all end device assets in proper management systems.
• Works effectively as a team member both within the department and across the UCMC/BSD enterprise to promote and integrate information services through communication, cooperation, and collaboration.
• Provide consistent and accurate feedback to engineering teams on system modifications to meet customer needs, improve stability, or reliability of core systems.
• Demonstrate an in-depth understanding of all help desk services, processes, and procedures.
• Consistently provides guidance/training/mentoring for less experienced team members.
• Periodically interacting with IS teams and vendors to restore service and/or identify and correct core problems.
• Models customer service orientation through professional responsive actions in a fast paced and high-volume environment.
• Assists help desk support staff as needed to facilitate first call resolution where applicable.
• Participate in on-call pager rotation to provide customer support as needed.
• Conduct specialized user support such as Executive support as requested.
• Provide hardware and software consultations to customers as requested.
• Works with other IS teams to resolve complex customer issues.
• Performs other duties as requested by senior management.
• Participate in special projects as required by management.

• Associate or bachelor’s degree in related technical area or technical training/experience equivalent
• Minimum three years' experience providing support of customer trouble tickets and effectively troubleshooting PC hardware and software problems over the telephone and/or in person required (using remote administration tools and on site)
• Excellent listening skills with the ability to empathize, focusing on client service
• Excellent organizational skills with emphasis on detail and follow-through
• Independent problem-solver. Sorts through issues and conducts comparative analysis of multiple solutions
• Excellent decision making and problem-solving skills, demonstrating initiative in the resolution of problems
• In-depth understanding of PC hardware and software, operating systems and applications, networking topology and wireless infrastructure as well as peripherals
• Effective time management skills required, with the ability to complete projects and daily responsibilities both timely and effectively
• Excellent interpersonal, oral, and written communication skills to effectively interact with customers, peers, and managers
• Dedication to exceeding quality standards and providing products and services of the highest caliber
• Knowledge of networking standards, protocols, security, troubleshooting, and performance tuning
• Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting
• Intermediate knowledge of LAN/WAN networking, servers, workstations, operating systems, and applications
• Reliable transportation

• Bachelor's degree
• A+ certification from an accredited facility
• Macintosh support experience
• Experien…