NORC Technical Support Specialist I in Chicago, Illinois

Technical Support Specialist I

Job no: 493835

Work type: Regular Full-Time

Location: Chicago – 55 East Monroe Street, IL

Capability Area: Infrastructure

JOB DESCRIPTION:

NORC is seeking an experienced Technical Support Specialist I to join the Infrastructure, Security, and Operations Department in Chicago.

DEPARTMENT:

The primary goal of Technology Support Services (TSS) is to provide a central point of contact for customers who need technical assistance. The HelpDesk’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:

  • This position is responsible for providing basic desk side technical support (including 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.

  • 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.

  • Develop competence by performing structured work assignments.

  • Handle most basic requests with significant oversight from supervisor.

REQUIRED SKILLS:

  • High School Diploma or equivalent; Associates degree preferred

  • Some familiarity with Intel-based computers running Windows; Ability to follow established trouble-shooting procedures; Good customer interaction and communication skills.

ABOUT NORC:

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, NORC has 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 NORC to transform increasingly complex information into useful knowledge.

NORC conducts research in five main areas: Economics, Markets, and the Workforce; Education, Training, and Learning; Global Development; Health and Well-Being; and Society, Media, and Public Affairs.

We provide comprehensive and integrated services that span the research cycle, and offer solutions that anticipate and address critical needs in research and data science. We approach all work with deep technical expertise, a spirit of collaboration, and a commitment to scientific integrity.

A TRADITION OF EXCELLENCE:

As one of the oldest not-for-profit, academic research organizations in the United States, and through its affiliation with the University of Chicago, NORC maintains the highest standard of professional excellence and scientific rigor, and is committed to broad dissemination of its findings.

A PASSION FOR INNOVATION:

NORC’s subject matter experts and survey professionals develop and employ innovative study designs, research methods, and technical applications to derive meaningful and accurate results.

A COMMITMENT TO COLLEGIALITY:

NORC cultivates an interdisciplinary culture of achievement in which senior investigators from diverse fields and professional backgrounds collaborate with the next generation of researchers in an open, collegial environment.

EEO STATEMENT:

NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, and other legally- protected characteristics.

Advertised: May 17, 2018Central Daylight Time

Applications close: