UChicago Medicine · 2 weeks ago
IT Field Services Technician - Intermediate
Chicago, IL
Full-time
Onsite
Mid Level
$31/hr - $36/hr
3+ years expUChicago Medicine is one of the nation’s most comprehensive academic medical centers, and they are seeking an IT Field Services Technician - Intermediate to support their healthcare system operations. The role involves managing technical support for operating systems and providing customer service for various devices and applications.
Health CareHospitalMedicalMedical Device
Responsibilities
Responsible for managing support tickets for Windows and Macintosh software/applications and hardware
Providing assistance as required , ensuring timely resolution, and meeting all established SLAs
Resolves service requests from the incident tracking system and ensures requests are handled in a timely , accurate , and efficient manner, using remote administration tools, when possible, to resolve the problem
Makes site visits to install/update computer hardware or applications or complete quality assurance reviews or site assessment activities
Documents the root cause of problems and the solutions to problems encountered and submit them to the appropriate management and knowledge management areas or systems
Maintains accurate and complete records of all end device assets in proper management systems
Works effectively as a team member both within the department and across the UCMC/BSD enterprise to promote and integrate information services through communication, cooperation, and collaboration
Provide consistent and accurate feedback to engineering teams on system modifications to meet customer needs, improve stability, or reliability of core systems
Demonstrate an in -depth understanding of all help desk services, processes, and procedures
Consistently provides guidance/training/mentoring for less experienced team members
Periodically interacting with IS teams and vendors to restore service and/or identify and correct core problems
Models customer service orientation through professional responsive actions in a fast paced and high-volume environment
Assists help desk support staff as needed to facilitate first call resolution where applicable
Participate in on-call pager rotation to provide customer support as needed
Conduct specialized user support such as Executive support as requested
Provide hardware and software consultations to customers as requested
Works with other IS teams to resolve complex customer issues
Performs other duties as requested by senior management
Participate in special projects as required by management
Qualification
Required
Associate or bachelor's degree in related technical area or technical training/experience equivalent
Minimum three years' experience providing support of customer trouble tickets and effectively troubleshooting PC hardware and software problems over the telephone and/or in person required (using remote administration tools and on site)
Excellent listening skills with the ability to empathize, focusing on client service
Excellent organizational skills with emphasis on detail and follow-through
Independent problem-solver. Sorts through issues and conducts comparative analysis of multiple solutions
Excellent decision making and problem-solving skills, demonstrating initiative in the resolution of problems
In-depth understanding of PC hardware and software, operating systems and applications, networking topology and wireless infrastructure as well as peripherals
Effective time management skills required, with the ability to complete projects and daily responsibilities both timely and effectively
Excellent interpersonal, oral, and written communication skills to effectively interact with customers, peers, and managers
Dedication to exceeding quality standards and providing products and services of the highest caliber
Knowledge of networking standards, protocols, security, troubleshooting, and performance tuning
Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting
Intermediate knowledge of LAN/WAN networking, servers, workstations, operating systems, and applications
Reliable transportation
Preferred
Bachelor's degree
A+ certification from an accredited facility
Macintosh support experience
Experience with a help tracking system
Company
UChicago Medicine
The University of Chicago Medicine has been at the forefront of medicine since 1927, when we cared for our first patients.
5001-10000 employees
H1B Sponsorship
UChicago Medicine has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (31)
2023 (28)
2022 (17)
2021 (23)
2020 (17)
Funding
Current Stage
Late StageTotal Funding
$112.4MKey Investors
National Institutes of Health
2019-04-10Grant· $9M
2018-10-14Grant· $3.4M
2017-05-24Grant· $100M
Leadership Team
Ivan Samstein
Executive Vice President and Chief Financial Officer, University of Chicago Medicine
Jason Keeler
Executive Vice President and COO
Recent News
Chicago Business Journal
2025-03-10
Medical Xpress - latest medical and health news stories
2025-02-01
Investing.com
2024-12-17
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