User & Computing Tech Support - Intermediate

About the role

Join UChicago Medicine, one of the nation’s most comprehensive academic medical centers, as an on-site IT Field Services Technician. This position is based primarily at our Hyde Park location in Chicago, IL, and supports the growing operations of our healthcare system. You will design, manage, and support moderate to complex operating systems with general supervision, including core operating systems (Macintosh and Windows), software distribution, and anti-virus solutions.

Responsibilities

• Manage support tickets for Windows and Macintosh software, applications, and hardware, ensuring timely resolution and adherence to established SLAs.
• Resolve service requests from the incident tracking system using remote administration tools or on-site visits.
• Install, update, or troubleshoot computer hardware, applications, monitors, printers, and peripherals (e.g., handhelds, scanners).
• Document root causes of problems and solutions, submitting findings to management and knowledge management systems.
• Maintain accurate records of all end device assets in proper management systems.
• Collaborate with internal teams and vendors to restore service or identify and correct core problems.
• Provide guidance, training, and mentoring to less experienced team members.
• Participate in on-call pager rotation for customer support as needed.
• Deliver specialized user support, including Executive support and hardware/software consultations.
• Work with other IS teams to resolve complex customer issues.
• Model customer service orientation in a fast-paced, high-volume environment.
• Assist help desk support staff to facilitate first-call resolution where applicable.
• Participate in special projects as required by management.

Requirements

• Associate or bachelor’s degree in a related technical area or equivalent technical training/experience.
• Minimum three years of experience providing support for customer trouble tickets and troubleshooting PC hardware/software problems (via phone, remote tools, or in person).
• Excellent listening, organizational, and interpersonal skills with a focus on client service.
• Independent problem-solving ability, including comparative analysis of multiple solutions.
• In-depth understanding of PC hardware, software, operating systems, networking topology, wireless infrastructure, and peripherals.
• Effective time management skills to complete projects and daily responsibilities.
• Strong oral and written communication skills for interacting with customers, peers, and managers.
• Knowledge of networking standards, protocols, security, troubleshooting, and performance tuning.
• Experience in hardware/software design, installation, configuration, maintenance, and troubleshooting.
• Intermediate knowledge of LAN/WAN networking, servers, workstations, operating systems, and applications.
• Reliable transportation.

Preferred Qualifications

• Bachelor’s degree.
• A+ certification from an accredited facility.
• Macintosh support experience.
• Experience with a help tracking system.

Pay

UChicago Medicine is committed to transparency in compensation. The pay range for this full-time (1.0 FTE) position reflects current market data and is reviewed annually. Actual compensation at hire will vary based on candidate qualifications, experience, and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Benefits

Review the full complement of benefit options for eligible roles at UChicago Medicine Benefits.

About Us

Since 1899, UChicago Medicine has been at the forefront of medical innovation, providing superior healthcare with compassion. We seek employees with passion, talent, and commitment to advance medical innovation, serve community health needs, and move collective knowledge forward. Join us in this pursuit of excellence.