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UEI Technology

About the Department

The Crown Family School of Social Work, Policy, & Practice (Crown Family School) builds upon a legacy of more than a century of scholarship, education and leadership in social work and social welfare, blending a distinctive interdisciplinary tradition with applied problem-solving to foster innovative solutions to some of society\'s most pressing social problems. For more information about the Crown School, please visit our website at: https://crownschool.uchicago.edu/.

The University of Chicago Crown Family School is the academic home to the Urban Education Institute (UEI), an internationally and nationally renowned institute with the aim of promoting applied research on youth development and learning in formal and informal settings. UEI conducts rigorous applied research, trains researchers and practitioners, and provides research-based tools and resources in schools across the country.

Job Summary

The Urban Education Institute (UEI) and Crown Family School (Crown) are seeking a Desktop Support Engineer to support computer users at the University of Chicago\'s Urban Education Institute and Crown Family School. We are looking for a person who enjoys troubleshooting problems, working closely with others, and guiding researchers in using new systems and technologies. The Desktop Support Engineer (DSE) provides technical support to computer users in a multi-platform (primarily Windows with some Macintosh) computing environment. The DSE acts as a liaison between technology and all UEI/Crown operations, in providing support for general business applications (Microsoft Office suite, Google apps, Adobe, Zoom, Slack, et. al.), specialized data analysis software (SAS, SPSS, STATA, R, X-Win32), and other software packages.

The DSE simulates or recreates a range of complex user problems to resolve operating difficulties. The DSE possesses some competency with basic Unix/Linux terminal commands in order to support users of data analysis systems. The DSE may interact with network services to restore service and/or identify and correct core problems. The DSE recognizes the importance of computer and data security and will work with staff on adhering to the security standards of the organization. The DSE will maintain currency and a high level of technical skill in the field of IT.

Responsibilities

• Provide technical leadership in setup, installation, and configuration of desktop hardware and software using Microsoft Endpoint Management Configuration Manager for Windows PCs and Jamf for Macintosh PCs
• Maintain compliance with internal controls, policies, and standards
• Perform upgrades to hardware and software; and supporting printing and other peripheral computing devices for both Windows and Macintosh systems
• Develop troubleshooting scripts
• Guides 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.
• Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.
• Calibrates specifications and typically collaborates with programmers to develop new applications or to make modifications to existing applications. Tests and debugs applications before releasing them to end-users.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

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Work Experien e:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Education:

• Bachelor\'s degree, either in a computer or technology-related technical area.

Experience:

• Minimum of five years of user support experience.
• Extensive experience with Windows operating system and applications. Experience with enterprise endpoint configuration management software such as MEMCM or Jamf strongly preferred.
• Knowledge and skills developed through 5-7 years of experience in a related job discipline (including troubleshooting hardware and software problems, experience with various computer related technologies such as phones, tablets, printers, scanners, etc.).

Certifications

• Technical training certification.

Preferred Competencies

Problem solving, reasoning, and critical thinking skills.

Ability to understand technical aspects of a unit\'s core technology functions and determine customized IT ne