User & Computing Tech Support

Job Description

Join one of the nation’s most comprehensive academic medical centers, UChicago Medicine, as an IT Field Services Technician - Intermediate
. This on‑site position will be based at our Ingalls Memorial Hospital location in Harvey, IL. The IT Field Services Technician is responsible for the design, management, and support of moderate to complex technology systems with general supervision. Areas of management and support include, but are not limited to, core operating systems such as Macintosh and Windows, software distribution, and anti‑virus solutions.

The technician provides customer‑direct technical support for UCMC/BSD‑supported computers and software, monitors resolution of problems related to supported devices and applications, and covers hardware like Macintosh, PC, monitors, printers, handhelds, scanners, and all applications on the standard desktop.

• Managing support tickets for Windows and Macintosh software/applications and hardware.
• Providing assistance as required, ensuring timely resolution and meeting all established SLAs.
• Resolving service requests from the incident tracking system and handling requests in a timely, accurate, and efficient manner, using remote administration tools when possible.
• Making site visits to install/update computer hardware or applications, or complete quality assurance reviews or site assessment activities.
• Documenting root causes of problems and solutions, and submitting them to appropriate management and knowledge‑management areas.
• Maintaining accurate and complete records of all end‑device assets in proper management systems.
• Working effectively as a team member within the department and across the UCMC/BSD enterprise to promote and integrate information services.
• Providing consistent and accurate feedback to engineering teams on system modifications to meet customer needs and improve stability of core systems.
• Demonstrating an in‑depth understanding of all help‑desk services, processes, and procedures.
• Consistently providing guidance, training, and mentoring for less experienced team members.
• Periodically interacting with IS teams and vendors to restore service and/or identify and correct core problems.
• Modeling customer‑service orientation through professional responsive actions in a fast‑paced, high‑volume environment.
• Assisting help‑desk support staff as needed to facilitate first‑call resolution where applicable.
• Participating in on‑call pager rotation to provide customer support as needed.
• Conducting specialized user support such as executive support as requested.
• Providing hardware and software consultations to customers as requested.
• Working with other IS teams to resolve complex customer issues.
• Performing other duties as requested by senior management.
• Participating in special projects as required by management.

• Associate or bachelor's degree in a related technical area or equivalent technical training/experience.
• Minimum three years of experience providing support of customer trouble tickets and troubleshooting PC hardware and software over the telephone and/or in person (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 who analyzes multiple solutions.
• Excellent decision‑making and problem‑solving skills, demonstrating initiative.
• In‑depth understanding of PC hardware, software, operating systems, applications, networking topology, wireless infrastructure and peripherals.
• Effective time‑management skills to complete projects and daily responsibilities both timely and effectively.
• Excellent interpersonal, oral, and written communication skills.
• 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…