Help Desk Analyst
Core
First point of contact for technology support at Chicago Booth School of Business, serving students, staff, faculty, and alumni via phone, email, chat, and walk-in.
Role type
Tier 1 and Tier 2 Help Desk Analyst
Builds
Resolves incidents for network/Wi-Fi, Windows/Mac, printers, mobile devices, applications, and classroom/hybrid-meeting technology.
Domain
Higher Education IT Support
Required skills
ticket management, user account administration, identity verification, device imaging, knowledge base documentation, AI tool usage, phishing triage, hardware/software troubleshooting, onboarding/offboarding, script development
Preferred skills
none stated
Technologies
Microsoft 365, Zoom, Microsoft Copilot, Claude, imaging tools, ticketing tools
Responsibilities
Receive, log, prioritize, and resolve support requests across multiple channels; manage user accounts, licenses, and access requests; perform MFA enrollment, password resets, and SSO troubleshooting; configure and support computers and mobile devices; document solutions in the knowledge base; identify recurring issues and recommend automations; triage phishing and suspicious activity; support student computer labs and classroom technology; participate in on-call rotations.
Seniority
Mid-level, hands-on IC
