layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - IT User Support Specialist 1 at University of Chicago

Provide in-person, phone, and email support to users of supported departments.
Keep ticketing system up-to-date with the status off all support requests.
Keep inventory system up-to-date with all deployed computing asset information.
Stay abreast of current University, BSD, and Hospital security policies being enforced and ensure supported users and devices are compliant.
Research, recommend, and order software and hardware requested by faculty and staff of supported departments.
Configure applications and endpoints to access university systems and resources.
Recognizes the importance of computer and data security and will work with faculty and staff on adhering to the security standards of the organization.
Provides support to end users in problem resolution for both Windows and Apple systems.
Guides end users through troubleshooting procedures.
Performs upgrades to hardware and software.
Supports printing and other peripheral computing devices.
Shares phone duties with other team members both during the day and scheduled off-hours rotation.
Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues. Provides technical support and advice to members of the University community. Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal.
Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.
Tracks issues to resolution updating the internal knowledgebase and/or communicating findings with relevant business units. Follows workflows for escalations when escalating problems to appropriate support groups through the IT service management system. Escalates more involved incidents to the appropriate service owner or problem manager. Combines related incidents that have become problems and address or escalate those holistically.
Updates daily status reports and shift handover reports. Acts as a liaison between customers and technical escalation teams by coordinating installation and maintenance services. Maintains communications with customers during the problem resolution process. Provides a single view to the organization for information technology related questions, requests, and problems. Follows proper standard operating procedures.
Performs other related work as needed.

IT User Support Specialist 1

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