University of Chicago is hiring a Collaboration Services Specialist

Join the IT Services Communication Technology Services team at the University of Chicago as a Collaboration Services Specialist. You will provide essential operational support and project coordination for Zoom, cellular, and pager services, ensuring reliable communication tools for the university.

What You'll Do

• Assist with operational support of ServiceNow tickets for Zoom meetings, webinars, pagers, and cellular services.
• Review and provide feedback on Zoom and Cellular knowledge base articles for clarity and accuracy.
• Provide back-up support for the voice services support line during staff absences or high call volume.
• Coordinate with Ingalls customers on the project to migrate Zoom users to the main UChicago Zoom environment.
• Assist in the final stage of the Vocera project, coordinating the return of Cisco wireless devices to inventory and billing.
• Coordinate with UCM units to determine necessity of non-registered wireless devices and arrange for return of wireless equipment.
• Assist with clerical tasks associated with running the Mobile Device Management RFP.
• Support front-end tracking and verification of all email and voicemail requests.
• Test that all user requests are tracked, completed, and closed with a resolution using an internal work order management system.
• Handle routine problems in voicemail and standard voice services based on user need and technology.
• Use developing levels of knowledge to maintain optimum cellular services for University users.

What We're Looking For

• Vocational training, apprenticeships, or equivalent experience in a related field (not typically a four-year degree).
• Knowledge and skills developed through 2-5 years of work experience in a related job discipline.

Nice to Have

• A degree in telecommunications or a related field.
• Minimum of 2 years of end-user support experience troubleshooting or assisting employees with 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 (AT&T, Verizon, Sprint) and supporting cellular customers.
• Strong working knowledge of handheld technology devices (smartphones, tablets) and cellular technologies/infrastructure.
• Proficient using ServiceNow or a similar service management system.
• Knowledge of ITIL methodology, including incident and request management processes.

Technical Stack

• ServiceNow
• Zoom
• Vocera
• Cisco wireless devices

Team & Environment

You will be part of the IT Services Communication Technology Services team within OPS ITS - Voice Services and Operations.

Benefits & Compensation

• Compensation: $22.60 - $28.27 per hour
• Health, retirement, and paid time off benefits (details in Benefits Guidebook).

Work Mode

This is an onsite position located in Chicago, IL.

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.