IT User Support Specialist

DepartmentDIV Divinity: StaffAbout the DepartmentThe University of Chicago Divinity School is a space and a community dedicated to some of the most important, most exhilarating, and most humbling questions of humanity. The School is animated by two impulses seldom found together: by the critical study of religious traditions, objects, and ideas, and by the implications of those traditions and ideas for how faith might be practiced, life might be lived, and community might be realized. The conjunction of these approaches in a Divinity School situated at the very center of one of the world’s great research universities has produced many scholars, teachers, leaders, and ideas that have had a profound effect upon the possibilities for thinking about religion, and thereby a profound effect upon the world. Read more at https://divinity.uchicago.edu/.Job SummaryThe IT User Support Specialist provides a variety of types and levels of support to end users in the Divinity School. This position helps Divinity School faculty and staff select, use, replace, and make better use of their computing devices and helps faculty, staff, student workers, and visiting presenters use AV technology in Swift Hall, ensuring smooth and reliable daily technology use across the organization. The IT User Support Specialist works independently to solve complex end user issues and uses best practices and IT knowledge to provide comprehensive support to users.ResponsibilitiesEnd User IT Support.Provides comprehensive end user support to faculty, staff, and other users of equipment in Swift Hall.Addresses computer hardware and software needs, including repairs, upgrades, and training.Manages printers and access to printers; orders and installs printer supplies; helps users connect to network printers and multi-function devices.Helps order and train users on University-issued office telephones and voice mail.Advises users on hardware and software purchases.Evaluates need for and orders network jack additions, activations, and rewiring.Collaborates with central UChicago IT Services to ensure that University standards and requirements are met.Event AV Support and Training.Participates in the planning and execution of events (such as lectures, conferences, workshops, ceremonies) in Swift Hall.Educates and trains staff, student workers, and other users of AV-equipped spaces on how to properly and effectively use integrated AV systems and collaboration tools.Provides and sets up microphones and stands. Tests equipment prior to events and troubleshoots issues.Helps users connect to AV equipment.Maintains and calls for maintenance on AV-equipped rooms.Coordinates with central UChicago IT Services Academic Technologies department to request support for registrar-controlled classrooms in Swift Hall.IT Equipment Management.Orders, stores, inventories, and provides supplies and equipment, including cables and adapters, both current and older; University provided software; surge suppressors/extension cords/power strips; computer peripherals, audio and video recording and editing hardware and equipment; ink and toner for printers/photocopiers.Ensures proper disposal and recycling of electronics.Maintains records for equipment issued to users throughout Swift Hall. Develops and implements machine replacement schedules.Maintains and manages a set of loaner computers for faculty, visitors, events, and meetings.Guides a variety of IT support activities for end user hardware/software resolution, and guides end users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.Provides technical guidance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.Performs other related work as needed.Minimum QualificationsEducation:Minimum requirements include a college or university degree in related field.Work Experience:Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.Certifications:---Preferred QualificationsExperience:Experience working in an academic unit and/or university environment.Experience successfully working independently with minimal supervision.Experience with end user support and troubleshooting hardware and software problems.Technical Skills or Knowledge:  Understanding of and strong competence with current Windows and Mac OS X versions. Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment. Fundamental understating of operating, maintaining, and swiftly troubleshooting audio visual equipment ensuring minimal downtime.  Familiarity with network connectivity and ability to troubleshoot connectivity problems. Understanding of PC/Mac software, operating systems and applications, networks, and hardware. Understanding of Microsoft Office Suite, email clients, and browsers. Ability to communicate technical information to a non-technical audience in a clear and coherent manner. Preferred CompetenciesSelf-starter, able to work independently with minimal supervision and guidance; possess a self-motivated disposition; identify opportunities for improvement, recommend effective changes, and follow through tasks and issues to resolution and completion.Commitment to providing a high level of service and working collaboratively with courtesy, clarity, and diplomacy.Interact and communicate comfortably, diplomatically, and effectively with faculty, staff, students, and guests.Excellent written and verbal communication skills, including the ability to clearly communicate to a diverse audience including students, faculty, and staff.Handle confidential and sensitive inf