Description
Be a part of a world-class academic healthcare system at UChicago Medicine as a Senior Service Desk Analyst in the IT Technology Services department. This is a remote, work from home opportunity with occasional travel to our Darien location as needed.
Job Summary
Under minimal supervision, this position acts as the first point of contact for technical support requests from users throughout the Medical Center and Biological Sciences Division (BSD) and provides second level support to other BSD/UCMC Help Desk Analysts. The Senior Analyst monitors the requests of other analysts and provides guidance and training as needed. The Senior Analyst works to resolve support requests before they are assigned to a field technician. Ensures that all Help Desk Analysts adhere to established guidelines and service level agreements and assists with managing client relationships.
Essential Job Functions
- Answers incoming calls, emails, etc. and provides technical support for basic to the most complex issues, escalating calls to management or other functional teams when necessary
- Assists with follow-up and resolution of escalated requests as necessary; provides backup support for lower-level Analysts
- Visits sites to resolve problems and exchange install or upgrade computer hardware and/or software
- Documents all call and incident information using the Service Desk tracking system to ensure timely and accurate resolution
- Follows all UCMC & BSD guidelines related to IT access, including identity verification, access authorization and service level agreements
- Processes computer system access requests; issues and resets passwords; creates, modifies and deletes user accounts; etc.
- Notifies second and third level support of networking or system outages as they occur via telephone and/or pager to ensure timely service restoration
- Maintains expert knowledge of all supported hardware, software and office automation products used by the customers
- Mentors and trains team members and assists with developing and updating training documentation
- Performs related duties as required
Required Qualifications
- At least four years of technical support experience with demonstrated competency using help desk call tracking software
- Advanced understanding of PC/Mac hardware and software, operating systems, remote administration tools, networking and peripherals required; must have some experience with process design and implementation
- Expert working knowledge of MS Office Suite, email clients, and browsers
- Excellent troubleshooting skills with the ability to conduct comparative analyses to identify and select the most efficient solution
- Strong multi-tasking, organizational and time-management skills
- Ability to communicate effectively with clients (both written and verbally), including the ability to translate technical issues into non-technical terms
- Ability to work effectively individually and in a team environment
- Strong decision-making skills with the ability to provide timely and accurate follow-up
- Ability to provide excellent customer service in a fast-paced and high-volume environment
Preferred Qualifications
- Bachelor's degree in a technical area
- ITIL, A+, Help Desk Analyst or Field Service Technician Certification
- CCNA or Network+ Certification a plus
- Previous experience in a hospital setting or with hospital applications
Position Details
- Job Type/FTE: Full-time
- Shift: Days
- Unit/Department: IT Technology Services – Hyde Park
- CBA Code: Non-Union
Must comply with UCMC's COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.
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