IT User Support Specialist 1

University of Chicago

University of Chicago

IT, Customer Service
Chicago, IL, USA
Posted on Thursday, June 1, 2023


BSD BIS - Device Support Services - Clinical Team 2

About the Department

The University of Chicago Biological Sciences Division (BSD) contains all elements of academic medicine. Basic and translational research, education, and patient care come together in a single campus. Its mission is to create new knowledge of living systems, train the next generation of leaders in biology and medicine, and advance the forefront of health through innovative patient care. The Biological Science Division is divided into 10 basic science and 13 clinical departments that provide academic homes for nearly 900 full-time faculty. The BSD Information Technology team provides advanced, secure technologies and services to enable clinical, translational, and basic science research. As part of the BSD Information Technology team, the Device Support Services (DSS) team services 10,000 Endpoints/Mobile Devices for 4,000 faculty and staff.

Job Summary

Working under the direction of the Director of Device Support Services, the IT User Support Specialist 1 will be part of a team that supports end user computing devices for multiple departments in the Biological Sciences Division. The IT User Support Specialist 1 will be exposed to a diverse set IT problems and provide excellent customer service to many Faculty, Staff, and Students with various levels of technology experience.


  • 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.
  • Performs other related work as needed.

Minimum Qualifications


Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

Work Experience:

Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.



Preferred Qualifications


  • Associate's degree or higher in a related technical area.


  • 2 years of equivalent technical training/experience.

Preferred Competencies

  • Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.

  • Familiarity with network connectivity and ability to troubleshoot connectivity problems.

  • Maintain confidentiality/discretion at all times.

  • Understanding of Microsoft Office Suite, email clients, and browsers.

  • Excellent listening skills with the ability to empathize and focus on client service.

  • Ability to communicate technical information to a non-technical audience in a clear and coherent manner.

Working Conditions

  • Administrative offices, wet and dry labs, and clinical areas.

  • Work on-site.

Application Documents

  • Resume (required)

  • Cover Letter (preferred)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

Individual Contributor

FLSA Status


Pay Frequency


Scheduled Weekly Hours


Benefits Eligible


Drug Test Required


Health Screen Required


Motor Vehicle Record Inquiry Required


Posting Statement

Employees must comply with the University’s COVID-19 vaccination requirements. More information about the requirements can be found on the University of Chicago Vaccination GoForward.

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.