IT User Support Specialist 2
The University of Chicago

Department
BSD BIS - BSDIS

About the Department
Biological Sciences Division, Information Services (BSDIS) is the information technology group responsible for supporting the technology needs of the BSD.

Job Summary
Under general supervision, this position provides IT support to Linux workstations within BSD, there may be an occasional need to assist with Windows PCs, Macs, printers, mobile devices, desktop applications, and other associated hardware. This position may support one or more departments; interacting with University IT (IT Services) and/or University of Chicago Hospital IT (UCM IT) to restore service and/or identify and correct core problems. This position will work independently while also working collaboratively within a team of other technicians assigned to other areas.

Responsibilities

• Troubleshoot and Resolve Issues: Diagnose and resolve hardware and software issues on Linux workstations, including operating system, network connectivity, and application-related issues.
  
• System Installation and Configuration: Install, configure, and update Linux workstations and related software packages according to organizational standards.
  
• User Support: Provide support to end-users, assisting with technical issues, software installations, and configurations for optimal workstation performance.
  
• Performance Monitoring and Optimization: Monitor workstation performance and implement optimization techniques to enhance system efficiency and user experience.
  
• Patch Management: Apply operating system and application patches and updates to ensure security compliance and system stability.
  
• System Imaging: Create, deploy, and manage system images for quick and efficient deployment of Linux workstations.
  
• Documentation: Maintain accurate records of workstation configurations, system changes, troubleshooting steps, and resolutions in technical documentation.
  
• Network Configuration: Configure network settings and troubleshoot connectivity issues, including DNS, DHCP, and static IP configurations.
  
• Security Compliance: Implement and monitor security configurations, including firewall settings, antivirus software, and user permissions to ensure compliance with company policies.
  
• Hardware Maintenance: Perform routine hardware maintenance, repairs, and replacements as needed for workstation longevity.
  
• Collaborate with IT Teams: Work with other IT team members on cross-functional projects, escalations, and problem-solving for broader system issues.
  
• Asset Management: Track and manage Linux workstation inventory, including hardware components, software licenses, and peripheral devices.
  
• Incident and Ticket Management: Use ticketing systems to manage and document support requests, incidents, and resolutions for tracking and reporting purposes.
  
• Continuous Improvement: Proactively identify areas for process and system improvements, contributing ideas to enhance workstation performance, security, and user experience.
  
• Mentor peers in the management of Linux workstations
  
• With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
  
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
  
• Coordinates and implements updates to network hardware, software systems, and applications. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management.
  
• Performs other related work as needed.
  

Minimum Qualifications

Education:
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 5-7 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

• Associates degree or greater.
  

Experience:

• 4 plus years directly managing Linux workstations.
  

Licenses and Certifications:

• CompTIA Linux+.
  
• Linux Professional Institute Certification (LPIC-1).
  
• Red Hat Certified System Administrator (RHCSA).
  

Preferred Competencies

Technical:

• Linux Operating Systems: Proficiency with various Linux distributions (e.g., Ubuntu, CentOS, Red Hat) and knowledge of the Linux file system, command-line interface, and package management.
  
• Troubleshooting Skills: Strong diagnostic and problem-solving skills to identify and resolve workstation and peripheral hardware and software issues.
  
• Scripting and Automation: Familiarity with shell scripting (e.g., Bash) to automate repetitive tasks and enhance efficiency in workstation setup and management.
  
• Networking Fundamentals: Understanding of basic network configurations, TCP/IP, DNS, DHCP, and network troubleshooting.
  
• Security Best Practices: Knowledge of basic cybersecurity principles and practices, including workstation hardening, permissions management, firewall configurations, and applying patches/updates.
  

Customer Service and Support:

• End-User Support: Ability to effectively assist non-technical end-users, provide clear explanations, and manage expectations during troubleshooting or installations.
  
• Communication Skills: Strong verbal and written communication skills for documenting issues, communicating resolutions, and updating team documentation.
  
• Ticketing Systems: Experience with ticketing or service management systems (e.g., ServiceNow, Jira) to log, track, and resolve incidents efficiently.
  

Organizational Skills:

• Time Management: Ability to prioritize tasks, handle multiple incidents or requests, and manage time effectively in a fast-paced environment.
  
• Documentation: Skill in maintaining accurate and up-to-date documentation on configurations, troubleshooting steps, and resolved incidents.
  

Adaptability and Continuous Learning:

• Flexibility: Willingness to adapt to changing technologies, new Linux distributions, and varied workstation environments.
  
• Proactive Learning: A commitment to ongoing education in Linux technologies, cybersecurity, and relevant industry standards.
  

Attention to Detail:

• System Configuration and Monitoring: Precise attention to workstation configurations and monitoring to ensure system performance, reliability, and security compliance.
  
• Asset Management: Accuracy in managing workstation inventory, licenses, and hardware assets to maintain accountability and optimize resources.
  

Working Conditions

• Office Environment.
  
• Weekend/Evening Hours: Occasional evening and weekend work may be required to resolve outages or other service disruptions.
  

Application Documents

• Resume (required)
  
• Cover Letter (preferred)
  

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

Job Family
Information Technology

Role Impact
Individual Contributor

Scheduled Weekly Hours
40

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type
Hourly

FLSA Status
Non-Exempt

Pay Range
$29.33 - $42.31
The included pay rate or range represents the University's good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible
Yes
The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or 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:http://securityreport.uchicago.edu.Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

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