Service Desk Tech III - Hybrid Chicago Loop

Job Summary

NORC at the University of Chicago is seeking a Service Desk Tech III to provide the highest‑level complex deskside technical support, maintain a log through data entry, and prioritize questions into a call tracking system (Service Now). The Service Desk Tech III serves as interface between the Service Desk and Desktop Engineering for all endpoint‑related and/or support system impacts, acting as top‑level escalation support for the Service Desk, including VIP and Executive support, and will be the point of contact on projects and DSS initiatives as assigned.

This is a hybrid role based in our Chicago Loop office, with a minimum of six days per month in the office. Regular business hours, but occasional evening hours may be required for system updates.

• Provide expert, on‑site technical support to staff and respond to telephone calls, email, and requests for technical support.
• Accurately document all support interactions and resolutions and escale complex issues to senior IT staff when necessary.
• Diagnose and resolve complex hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
• Anticipate potential technical problems, implement preventive measures, and ensure seamless operation of systems.
• Provide feedback to supervisors on unusual matters and suggest changes to existing products or services to better aid the end user.
• Document, track, and monitor the problem to ensure timely resolution.
• Use best practices and knowledge of internal or external business issues to improve products or services and take an active role in improving procedures.
• Perform other duties as assigned.
• Train and mentor other Service Desk Techs.

• Associate’s degree or equivalent experience.
• Minimum of 3 years of technical support or help desk experience. Desktop engineering and system administrator experience is a plus.
• Deep knowledge of operating systems (Windows, Linux), server administration, network configuration, and various hardware and software platforms.
• Strong analytical and troubleshooting skills to quickly identify and resolve complex technical issues.
• Exceptional customer service skills, with the ability to communicate technical information clearly and effectively to both technical and non‑technical users.
• Ability to work independently to resolve all but the most complex issues.
• Excellent communication skills to effectively interact with staff, understand their needs, and provide clear, timely support. Ability to cultivate and maintain strong relationships with clients and executives.
• Expectation of hybrid work schedule of one to two days a week in our Chicago Loop office.
• Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position.

$34–$40/hour

Benefits include, but are not limited to:

• Generously subsidized health insurance, effective on the first day of employment.
• Dental and vision insurance.
• A defined contribution retirement program and a separate voluntary 403(b) retirement program.
• Group life insurance, short-term and long-term disability insurance.
• Benefits that promote work/life balance, including generous paid time off, holidays, paid parental leave, bereavement leave, tuition assistance, and an Employee Assistance Program (EAP).

NORC is committed to equity and transparency in its pay practices. We publish salary ranges and benefit information for every job. The listed hiring range reflects what we, in good faith, expect to pay at the time of posting, although actual compensation may vary.

NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics.