Help Desk Analyst

Department Booth IT: Service Desk About the Department The University of Chicago Booth School of Business is the second-oldest business school in the U.S. and second to none when it comes to influencing business education and business practices. Since 1898, the school has produced ideas and leaders that shape the world of business. Their rigorous, discipline-based approach to business education transforms students into confident, effective, respected business leaders prepared to face the toughest challenges. Chicago Booth has the finest set of facilities of any business school in the world. Each of the four campuses (two in Chicago, one in London, and one in Hong Kong) reflects the architectural traditions of its environs while offering a state-of-the-art learning environment. Chicago Booth is proud to claim: -an unmatched faculty. -degree and open enrollment programs offered on three continents. -a global body of nearly 61,000 accomplished alumni. -strong and growing corporate relationships that provide a wealth of lifelong career opportunities. As part of the world-renowned University of Chicago, Chicago Booth shares the University's core values that shape the distinctive intellectual culture. At Booth, they constantly question and test ideas, and seek proof. This extraordinarily effective approach to business leads to new ideas and innovative solutions. Seven of the Booth faculty members have won Nobel Prizes for these ideas - the first business school to achieve this accomplishment. For more information about the University of Chicago Booth School of Business, please visit: http://www.chicagobooth.edu/. Job Summary The Help Desk Analyst is the first point of contact for technology support at The University of Chicago Booth School of Business, serving students, staff, faculty, and alumni. Working as part of a single-point-of-contact service desk, the Analyst provides Tier 1 and some Tier 2 support by phone, email, chat, and walk-in, and owns each request through to resolution and follow-up. Beyond resolving incidents, the Analyst helps the service desk work smarter: documenting solutions in the knowledge base, using approved AI and automation tools to improve speed and quality, identifying recurring problems, and supporting day-to-day administration of identity, device, and application platforms. The Analyst also supports the student computer lab, classroom and hybrid-meeting technology, and the front desk, and participates in a rotation for on-call, off-hours support. This position is not eligible for employer-sponsored employment authorization. Responsibilities • Receives, logs, prioritizes, and resolves support requests from all channels (phone, email, chat, walk-in, voicemail, and self-service portal) for network and Wi-Fi connectivity, Windows and Mac computers, printers, mobile devices, applications, audio/visual and hybrid-meeting technology, and ad hoc requests. • Aims to resolve issues at first contact whenever possible; owns each ticket through resolution, including user follow-up and confirmation that the issue is fixed. • Escalates unresolved or complex issues promptly to Tier 2 or the appropriate specialist team with clear, complete handoff notes; escalates urgent or high-impact issues immediately to the Help Desk Team Lead. • Monitors and manages own open ticket queue to meet service level targets, and proactively update users on status. • Communicates clearly and professionally with users of all technical levels, including notices about outages, maintenance, upgrades, and new services. • Creates, modifies, and disables user accounts; manages group memberships, licenses, and access requests in accordance with University and Booth policy and the principle of least privilege. • Performs multi-factor authentication enrollment and resets, password resets, and SSO troubleshooting, following identity-verification procedures to guard against social engineering. • Performs front-line administration and/or assistance of supported applications and collaboration platforms, for example, Microsoft 365, Zoom, and learning and classroom technology; including configuration, access, and user-level troubleshooting. • Enrolls, configures, provisions, and supports computers and mobile devices using the department’s imaging tools; maintains accurate hardware and software inventory records. • Executes onboarding and offboarding checklists accurately and on time for students, staff, and faculty. • Documents solutions in the knowledge base so that other analysts and users can reuse them; creates new articles and reviews and updates existing ones for accuracy and clarity on an ongoing basis. • Uses approved AI tools, such as Microsoft Copilot and Claude, to assist with troubleshooting research, ticket summaries, user communications, and knowledge article drafting, always verifying output for accuracy and following University policy on data privacy and acceptable use. • Identifies recurring issues and trends from ticket data; recommends and helps implement fixes, scripts, ticketing workflow automations, canned responses, and self-service improvements. • Contributes to problem management and root-cause analysis for repeat or high-impact incidents, and post-incident reviews as requested. • Provides feedback on virtual agent, chatbot, and AI assistant responses to help improve their accuracy and usefulness. • Assists users with adopting new technology and approved AI tools through quick guides, how-to support, and training sessions. • Participates in projects such as software and operating system rollouts, hardware refresh cycles, and lab and classroom upgrades. • Triages reported phishing and suspicious activity, takes initial containment steps as defined in procedures, and escalates suspected security incidents to the appropriate team promptly. • Follows and reinforces University and Booth information security, data handling, and privacy practices; completes required security awareness tr