Collaboration Services Specialist

Department

OPS ITS - Voice Services and Operations

About the Department

ITS 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

The Collaboration Support Specialist will provide backup support for the Voice Services support line, review and enhance knowledge base articles to ensure clarity and accuracy, and coordinate with customers on various projects. These projects include migrating Zoom users to the main UChicago Zoom environment, finishing the last phase of the Vocera project, and assisting with clerical tasks for the Mobile Device Management RFP. Additionally, participation in other voice-related projects and services is expected, as needed. This role performs routine assignments related to operational support and project coordination within the IT Services Communication Technology Services team. Key responsibilities include assisting with support for Zoom meetings, webinars, pagers, and cellular services.

Responsibilities

• Assists with operational support of ServiceNow tickets for Zoom meetings, webinars, pagers, and cellular services.
• Reviews and provides feedback on Zoom and Cellular knowledge base (KB) articles, ensuring clarity and accuracy.
• Provides back-up support for the voice services support line during staff absences or periods of high call volume.
• Coordinates with Ingalls customers on the project to migrate Zoom users to the main UChicago Zoom environment.
• Assists in the final stage of the Vocera project, coordinating the return of Cisco wireless devices to inventory and billing. Coordinates with UCM units to determine the necessity of non-registered wireless devices and arrange for the return of wireless equipment.
• Assists with clerical tasks associated with running the Mobile Device Management RFP.
• Supports front-end tracking and verification of all email and voicemail requests. Tests that all user requests are tracked, completed, and closed with a resolution by utilizing an internal work order management system.
• Handles routine problems in voicemail and standard voice services based on user need and technology. Uses developing levels of knowledge to maintain optimum cellular services for University users.
• 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 2-5 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications
 

Education:

• Degree in telecommunications or a related field.

Experience:

• Minimum of 2 years of end-user support experience in troubleshooting or assisting employees with the use of technology devices and services.
• Minimum of 2 years of experience providing support for web and audio conferencing services.
• Minimum of 1 year of experience working with cellular providers, such as AT&T, Verizon, or Sprint, and providing support to cellular customers.

Technical Skills or Knowledge:

• Strong working knowledge of handheld technology devices, such as smartphones and tablets, and cellular technologies and infrastructure.
• Proficient using ServiceNow or a similar service management system.
• Knowledge of ITIL methodology, including incident and request management processes.

Preferred Competencies

• Customer Service Orientation — good at developing and maintaining effective relationships; acts with kindness, empathy, and insight to deliver solutions that meet customer expectations.
• Communicates Effectively — demonstrates effective communication skills in a range of communication modes and settings; actively listens and checks for understanding.
• Tech Savvy — demonstrates curiosity and passion to learn new technologies and skills. Readily shares new ideas and solutions with colleagues to improve existing services.
• Interpersonal Savvy — relates openly and comfortably with diverse groups of people, builds rapport across technical levels, functions, culture, and geography.
• Collaborative — initiates, builds, and maintains effective working relationships at all levels of the organization and community.
• Time Management — skilled in task prioritization and management; able to self-manage and work independently.
• Attention to Detail and Accuracy — demonstrates precision in handling tasks and ensures completion with an eye for detail.

Working Conditions

• Office environment.
• Lifts loads of up to 25 lbs.
• Make repetitive wrist, hand, or finger movements.
• See, including color, depth perception, or clarity.
• Hear, including making fine discriminations in sound.
• Sit for 2 hours to 4 hours.
• Use computers extensively for 4 hours or more.
• Use standard office equipment.

Application Documents

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

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

20

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Hourly

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FLSA Status

Non-Exempt

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Pay Range

$22.60 - $28.27

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, 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.

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.

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: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.