A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
NORC at the University of Chicago is seeking a Service Desk Tech II to provide desk side technical support which includes answering user PC and software questions and providing resolution to issues, maintaining a log through data entry and prioritizing questions into a call tracking system.
Location:
This is an onsite role based in our Wichita, KS office.
DEPARTMENT
Secure Computing and Operations The primary goal of Service Desk is to provide a central point of contact for customers who need technical assistance. The Service Desk's mission is to reduce downtime across the enterprise by facilitating in the coordination of support for the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
RESPONSIBILITIES
Respond to telephone calls, email, and requests for technical support. Provide feedback to supervisor on unusual matters and suggest changes to existing products or services to better aide the end user. Rely on standard procedures to resolve questions and escalate more complex issues to more experienced tech support specialists. Document, track, and monitor the problem to ensure timely resolution. Handle most basic requests with significant oversight from supervisor.
REQUIRED SKILLS
High School Diploma or equivalent Familiarity with Intel-based computers running Windows Ability to follow established trouble-shooting procedures Good customer interaction and communication skills Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position. The pay range for this position is $26.68/hr - $34.00/hr. This position is classified as regular. Regular staff are eligible for NORC's comprehensive benefits program. Benefits include, but are not limited to: Generously subsidized health insurance, effective on the first day of employment Dental and vision insurance A defined contribution retirement program, along with a separate voluntary 403(b) retirement program Group life insurance, long-term and short-term disability insurance Benefits that promote work/life balance, including generous paid time off, holidays; paid parental leave, tuition assistance, and an Employee Assistance Program (EAP). NORC's Approach to Equity and Transparency Pay and benefits transparency helps to reduce wage gaps. As part of our commitment to pay equity and salary transparency, NORC includes a salary range for each job opening along with information about eligible benefit offerings. At NORC, we take a comprehensive approach to setting salary ranges and reviewing raises and promotions, which is overseen by a formal Salary Review Committee (SRC).
WHAT WE DO
NORC is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.
WHO WE ARE
For over 80 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we're known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.
EEO STATEMENT
NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics. #LI-DNI #IN-DNI To view full details and how to apply, please login or create a Job Seeker account
