Help Desk Analyst

Job Description

Help Desk Analyst/IT User Support
Location – Chicago, IL 60637
3+ Months Contract

Brief Statement of Job Duties
Respond to incoming service tickets via calls, emails, chat, and walk-in requests from clients experiencing technical issues.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions.
Provide prompt, courteous, high-quality technical support to users.
Assist in procurement, configuration, maintenance, and support of end user devices.
Test and maintain classroom & conferencing A/V systems, including user education on proper use.
Support configuration and access permissions for shared user systems and resources.
Assist with advanced troubleshooting for special projects as directed.
Pursue, recommend, and implement new methods, processes, and materials/equipment for operational improvements.
Monitor systems and applications to ensure operational efficiency and respond proactively to issues to maintain security and functionality.
Work collaboratively with University IT Services when required to resolve user issues and drive university-wide IT initiatives.
Educate users around proper use and application of technical tools and resources, including business process tools and instructional software applications.

Job Summary

• The IT Support Technician provides broad technical support to the Harris School community, including faculty, staff, students, and affiliates.
• The technician will respond to incoming service tickets, calls, chat message, and walk-in requests from end users to troubleshoot and support end user devices, including Windows PCs, Macs, mobile devices, and associated hardware.
• Will configure, install, maintain, and upgrade desktop applications to ensure end user device security.
• Will provide instructional support to faculty & lecturers, including maintenance of classroom audio/visual systems and assistance with course software and resources.
• Will work collaboratively within the end user support team to maintain the security & high-level functionality of the school’s information technology and initiate projects that will add value to the Harris user community.

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