JOB SUMMARY:
NORC at the University of Chicago is seeking a Service Desk Tech III to provide the highest-level complex deskside technical support (including answering user PC and software questions and providing resolution to issues), maintaining a log through data entry, and prioritizing questions into a call tracking system (ServiceNow).
Service Desk Tech III serves as interface between the Service Desk and Desktop Engineering for all end point related and/or support systems impacts. They are responsible for 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.
Location 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 required for system updates.
Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position.
DEPARTMENT: IT Secure Computing and Operations
The primary goal of ServiceDesk is to provide a central point of contact for customers who need technical assistance. The ServiceDesk’s mission is to reduce downtime across the enterprise by facilitating in the coordination of support for the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
RESPONSIBILITIES:
Provide expert, on-site technical support to staff. Respond to telephone calls, email, and requests for technical support.
Accurately document all support interactions and resolutions and escalate 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 active role in improving procedures.
Perform other duties as assigned.
Train and mentor other Service Desk Techs.
REQUIRED SKILLS:
Associate’s degree or equivalent experience.
Minimum of 3 years of experience technical support or help desk. Desktop engineering and system administrator experience is a plus.
Knowledge required Deep knowledge of operating systems (Windows, Linux), server administration, network configuration, and various hardware and software platforms.
Required attitudes: 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.
Abilities required Ability to work independently to resolve all but most complex issues.
Relationship management: Excellent communication skills to effectively interact with staff, understand their needs, and provide clear, timely support. Strive to consistently have positive interactions and be aware of various communication styles (non-verbal communication, body language). Cultivate and maintain strong relationships with clients and executives by understanding their needs and providing tailored technical solutions.
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.
SALARY AND BENEFITS:
The pay range for this position is $34-$40/hour.
This position is classified as regular. Regular staff are eligible for NORC’s comprehensive benefits program. 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, along with a separate voluntary 403(b) retirement program
Group life insurance, long-term and short-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, though actual compensation may vary and may be adjusted over time. A candidate’s placement within the range depends on factors such as competencies, education, qualifications, experience, skills, performance, and organizational needs.
WHAT WE DO:
NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.
WHO WE ARE:
For over 85 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.
EEO STATEMENT:
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. #li-dni
Together, We Find Evidence for a Better World.
NORC at the University of Chicago is an objective, nonpartisan research organization that partners with government, corporate, and nonprofit clients around the world to inform the critical decisions facing society.
For more than 80 years, NORC has used proven methods and pioneered new techniques to study the broad spectrum of human experience. We have explored the structural and personal factors that contribute to health and well-being, examined how we best learn at different stages of development, and how education systems contribute to positive and negative outcomes.
NORC has charted the nature of employment and work and created deep knowledge about the state of the national economy and our relationship with money and income. We have helped governments around the world design, implement, and evaluate programs to improve the human condition. And we have probed the heart of the American psyche to understand the sometimes-conflicting views that will shape the future of the country.
We now look to the future in a context of accelerating change within the industry, growing amounts and types of data, dramatic technological shifts, a dynamic population, and a growing and diversifying set of players in the research and data industries. In this environment, we must chart a course of evolutionary yet bold change that will build upon our traditional strengths to ensure our relevance, impact, and long-term sustainability.
