Help Desk Technician - College of Medicine

Help Desk Technician - College of Medicine

Location: Chicago, IL USA

Work Schedule: Monday - Friday / 8:30AM - 5:00PM

Workplace Type: Hybrid

UIC is seeking an IT Help Desk Technician to join our College of Medicine, IT Administration team. This position will 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. They will provide front line helpdesk and phone support as well as 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.

• 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.

• High School Diploma or GED equivalent
• Minimum 1 years of professional IT experience within IT Support Services which includes demonstrated experience providing end-user technical and troubleshooting support with computer hardware, software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.

• 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

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. Illinois Residency is…