Extra Help - Information Technology Support Associate - Technology Solutions

This Position is temporary and limited to 900 hours.

Hiring Department: Technology Solutions

Location: Chicago, IL USA

Requisition ID: 1042444

Hours per Week: 30

# of Positions: 2

Workplace Type: Remote

Posting Close Date: Friday, August 21, 2026

Salary: The rate of pay for this position is $26.78 per hour.

About the University of Illinois Chicago UIC is among the nation’s preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent “Best Colleges” rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has over 300,000 alumni, and is one of the largest employers in the city of Chicago.

This position is not eligible for benefits.

Position Summary

Under the supervision of the Service Desk Manager, the Extra Help Information Technology Support Associate is responsible for handling client requests and incidents, assisting with escalated support issues, and partnering with Technology Solutions subject matter experts to improve support documentation. The position also ensures adherence to operational policies and procedures while maintaining a consistent, high-quality customer service experience for all clients.

Duties & Responsibilities

• Maintain and work ticket volume at a manageable level and ensure Service Level Agreements (SLAs) are met
• Answer incoming phone calls and provide excellent customer service
• Assist supervisors by answering daily questions from student staff and providing operational support
• Mentor, coach, and train student employees to promote their success and development
• Create, update, and maintain Knowledge Base (KB) documentation
• Perform other duties as assigned
• Perform other related duties and participate in special projects as assigned.

Minimum Qualifications

High school diploma or equivalent. Any one or any combination totaling one (1) year (12 months) from the following categories: College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate’s Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor’s Degree (120 semester hours) equals three (3) years (36 months) Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position may be required.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify. The university provides accommodations to applicants and employees. Request an Accommodation Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.