Operations Center Technician

Department

F&A ITS - Computer Operations

About the Department

IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.

We provide secure, stable, and reliable infrastructure and applications to support the mission of the University. We support and enable faculty research and teaching with the effective use of technology.

We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible.

We identify, manage, and mitigate the technology risks of the University.

Job Summary

Under close supervision, conducts basic technical processes within a limited scope to monitor and control mini or mainframe computers and peripheral equipment, such as printers, tape, and disk drives by operating the central console or on-line terminals.

Resolves common and straightforward deficiencies while escalating irregular issues to more senior team members.

Conducts tasks based on the schedule of computer operations and documents findings such as machine performance and production reports.

Under close supervision, provides customer focused technical support and advice to members of the University, Faculty, Staff and Students.

Work as a liaison for daily issues, requests, and questions of the customer. Ensure the Data Center systems, servers, networking, and infrastructure are functioning efficiently and effetely triaging issues for resolution or appropriate escalation.

Responsibilities

• Monitors mainframe production processing for applications including payroll, accounts payable, and financial accounting systems.
• Responds appropriately to service desk calls by generating work tickets and assigning them to the proper support groups.
• Responds appropriately to environmental alarms from smoke and water detection systems, CRACs (Computer Room Air Conditioners), CRAHs (Computer Room Air Handlers), and UPS units (Uninterruptable Power Supplies), and temperature sensors in several local and remote data center areas.
• Monitors and reports on campus networks and phone systems through DX Spectrum, Sunbird, and ServiceNow applications.
• Reports on and responds to out-of-tolerance conditions noted on Building Automation System (BAS) monitors for Campus Facilities Services.
• Operates high-speed printers and calls for vendor service when needed.
• Performs basic administrative tasks on Network, Windows and / or UNIX platforms.
• Under close supervision, conducts basic technical processes within a limited scope to monitor and control mini or mainframe computers and peripheral equipment, such as printers, tape, and disk drives by operating the central console or on-line terminals.
• Resolves common and straightforward deficiencies while escalating irregular issues to more senior team members.
• Performs other related work as needed.

Minimum Qualifications

Education :

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

Work Experience :

Minimum requirements include knowledge and skills developed through < 2 years of work experience in a related job discipline.

Certifications :

Preferred Qualifications

Education :

Bachelor's degree in computer science or related field.

Experience :

• Knowledge and skills developed through one year of work experience.
• Experience in IT Helpdesk and customer service.
• Experience in documenting job function process and procedures.
• Monitoring software such as Metasys, DX Spectrum, StruxureWare, Sunbird, Nagios, or similar.
• Background as mainframe computer operator.

Certifications :

• Technical certification in hardware or Windows / Apple Operating systems or networking such as N+, MCP (Windows Desktop and / or Server operating systems), Apple Support, and others.
• Certification or pursuit such in Networking, Windows administration, Linux administration, or other related technologies.

Technical Skills or Knowledge :

• Knowledge of network connectivity and ability to troubleshoot connectivity problems.
• Skilled in PC / Mac software, operating systems and applications, networks, and hardware.
• Skilled in Microsoft Office Suite, email clients, and browsers.
• Skilled in hardware / software installation and troubleshooting in a desktop computing environment.
• Familiarity with automated job schedulers (CA / Cybermation ESP).
• Proficient with Microsoft Word, Excel, and Visio.

Preferred Competencies

• Maintain the strictest confidentiality when working with sensitive information.
• Excellent decision-making and problem-solving skills.
• Listen to client concerns, demonstrate client empathy, and remain humble during client interactions.
• Demonstrate initiative in problem-solving.
• Proactive, resourceful, and detail-oriented individual with effective time management skills.
• Communicate technical information to a non-technical audience in a clear and coherent manner.
• Comprehend written instructions for installing computer equipment in data center rack spaces.
• Work with limited direct supervision.
• Sufficient writing skills demonstrating the ability to produce understandable status and problem reports.

Working Conditions

• Standard office environment.
• Lift 50-pound printer paper boxes and computer equipment.

Application Documents

• Resume / CV (required)
• Cover Letter (required)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

Individual Contributor

FLSA Status

Non-Exempt

Pay Frequency

Biweekly

Scheduled Weekly Hours

Benefits Eligible

Drug Test Required

Health Screen Required

Motor Vehicle Record Inquiry Required

Posting Statement

The University of Chicago is an Affirmative Action / Equal Opportunity / Disabled / Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law.

For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

All offers of employment are contingent upon a background check that includes a review of conviction history.A conviction does not automatically preclude University employment.

Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information.

The Report can be accessed online at : . Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E.

61st Street, Chicago, IL 60637.