Service Desk Analyst - The University of Chicago Medicine

Job Description

Join UChicago Medicine, as a Service Desk Analyst in the UCM Technology Services department. This is a hybrid opportunity with travel to our site locations in Chicagoland as needed. 

Under immediate supervision, the Service Desk Analyst acts as the first point of contact for technical support requests from users throughout the Medical Center and Biological Sciences Division (BSD). Support requests arrive via telephone, email and other channels. The Service Desk Analyst provides support in resolving issues related to all Medical Center and BSD information systems and PC/server hardware and software. 

Essential Job Functions 

• Answers incoming calls and emails and provides technical support for basic issues, escalating calls when necessary.   
• Documents all call and incident information using the Service Desk tracking system to ensure timely and accurate resolution.   
• Follows all UCMC & BSD guidelines related to IT access, including identity verification, access authorization and service level agreements.   
• Processes computer system access requests; issues and resets passwords; creates, modifies and deletes user accounts.   
• Notifies second and third level support of networking or system outages as they occur via telephone and/or pager to ensure timely service restoration.   
• Creates and distributes scheduled reports as required.   
• Acquires basic support knowledge for all hardware, software and office automation products used by the customers.   
• Performs related duties as required.   

Required Qualifications 

• High school diploma or equivalent. 
• Experience with PC/Mac hardware and software and remote administration tools, proficiency with MS Office Suite and networking experience (i.e., file sharing, email and intranet/Web)
• Good troubleshooting, multi-tasking, organizational and time-management skills
• Ability to communicate effectively with clients (both written and verbally), including the ability to translate technical issues into non-technical terms
• Ability to work effectively individually and in a team environment
• Ability to provide excellent customer service in a fast-paced and high-volume environment

Preferred Qualifications 

• At least one year of technical support experience and familiarity with help desk call tracking software.   
• ITIL, A+ and/or Help Desk Analyst Certification a plus. 

Position Details 

• Job Type/FTE: Full Time  
• Shift: Days 
• Location: Darien, IL 
• Unit/Department: UCM Technology Services  
• CBA Code: Non-Union 

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities.

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

Must comply with UChicago Medicine’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.