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IT Support Associate (Helpdesk)-OVCR job

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Job Details: IT Support Associate (Helpdesk)-OVCR

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Job Details


IT Support Associate (Helpdesk)-OVCR (Job ID #******)


OVCR/Tech Team


Civil Service



Close Date:


Job Type:




Hours Per Week:



Job Summary:

The Office of the Vice Chancellor for Research is seeking an IT Support Associate (Help Desk). The Office of the Vice Chancellor for Research, IT unit is seeking an Information Technology Support Associate. This position will work as part of a team of professionals responsible for coordinating the use of campus-wide software applications such as OPRSLive, ORSWeb, ACCWeb and BRL systems and will be responsible for ensuring that administrative units, colleges and departments are supported in their use of these systems. The role requires responsiveness and expertise in order to accomplish the specific duties of help ticket resolution, system monitoring, and user training. The primary responsibility of this position is to triage and resolve customer issues received from a help desk ticketing system, including granting access to new users, adding or updating new sponsors, system navigation, and providing directed guidance and instruction to new users of the electronic research systems. Support includes tier 1 technical support for Applications through the RT ticketing system, phone, or in person.


Key Responsibilities / Duties:

- Provide day to day IT Application support. Use RT ticketing system to manage the support requests, also respond to the requests made in person and via phone. Ensure tickets are addressed in a timely manner. Support multiple applications used by department. Resolve urgent and immediate tickets submitted by various users. Bring to the attention of the supervisor, any concerns and needs identified as part of day to day operations.
- Coordinate with other OVCR IT Application Development staff, as needed, to address the support requests.
- Identify trends in support requests and recommend appropriate interventions to mitigate the issues before they become a crisis.
- Contribute towards developing knowledge base of common Application needs, issues and resolutions.
- Make sure the IT Application support service desk is meeting the user expectations
- Provide User training as needed
- Prepare documents related to application, flow diagrams and SOP's.
- Participate in testing and deployment of applications.
- Participate in meetings with developers to ensure that application meets requirements of users and maintain quality of applications
- Perform other related duties as assigned.


Minimum Acceptable Qualifications Required:

- High school diploma or equivalent
- A minimum of 1 year professional IT Support Services experience which includes; demonstrated experience providing end-user technical and troubleshooting support with computer hardware, software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.

Preferred Qualificaitons:

- Bachelor's Degree in Computer Science or similar field
- Knowledge of research administration
- Knowledge of SQL or PL-SQL is must, as this role requires to write SQL queries either in Oracle or SQL Server
- Skills related to IT Client Services (Customer service/support)

To : For fullest consideration, please complete an online application by clicking the for Position button below.

Please fully complete all sections of the online application including adding your full work history, education and certifications.

Please upload all valid certifications and transcripts within the document section of your online application.

All civil service positions require an exam. The exam for this position is a Credentials Assessment. You will not be required to report in person for this exam.

Credential Assessment Exam Scoring Information:

You will not be required to report in person for this exam. The updated online application and all uploaded, relevant documents, such as a resume and/or college transcript will be used in the calculation of the exam score. These documents should be uploaded prior to the position close date.

When completing your online application, please be sure to provide detailed information about your job knowledge and specific duties and responsibilities, as your qualifications for any Civil Service position will be primarily determined based on what is contained in the application. Dates of employment and if employed on a full or part time basis (including number of hours per week) must be indicated for each position held. Additional consideration will be given to supporting documentation i.e. resume, transcripts, licenses, and certifications so please be sure to attach all applicable documents.

If a degree or college coursework is required, you must provide official transcripts.

Transcripts/Licenses/Certifications MUST be uploaded electronically to your online application through the 'Documents' page on the Civil Service Employment Application (page 4). Be sure to select the appropriate document type before uploading the document.

If your educational institution provides electronic transcripts, please have them sent to *************

If your educational institution doesn't provide electronic transcripts, they must mail the transcripts to:

University of Illinois at Chicago
Recruitment and Staffing
Human Resources Building Room 109
715 S. Wood Street M/C 862
Chicago IL 60612
Attn: ITSA (HelpDesk) OVCR

If an application and all applicable forms, transcripts, and supporting documents are not submitted by the close date, the applicant/employee will not be considered for this position and will be denied.

For fullest consideration, the above mentioned requirements must be submitted no later than Friday January 4, 2019

We appreciate your interest in employment at the University of Illinois at Chicago.

The University of Illinois is an Affirmative Action/Equal Opportunity Employer.

This position requires Illinois residency within 180 days of the hire date.

Back to Job Board

The University of Illinois at Chicago is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

The University of Illinois may conduct background checks on all job candidates upon acceptance of a contingent offer. Background checks will be performed in compliance with the Fair Credit Reporting Act.

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