Associate Help Desk Specialist - Technology Services

Details

Posted: 13-Apr-24

Location: Urbana, Illinois

Type: Full-time

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 5176783

Associate Help Desk Specialist - Technology Services
University of Illinois at Urbana-Champaign
Are you ready to embark on an exciting journey in the world of IT? Technology Services at the University of Illinois is seeking passionate individuals with strong customer service skills to join our Help Desk team. As an entry-level IT Help Desk Technician, you'll have the opportunity to provide top-notch technical support to our faculty, staff, and students while gaining valuable experience and setting the foundation for a successful career in IT. If you're eager to learn and grow in a dynamic environment, we want you on our team! Work for this position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University's Workplace Flexibility policy . Sponsorship for work authorization is not available for this position.
Why Technology Services?
Why Illinois?
Job Summary
This position provides technical expertise in a highly technical campus environment in the areas of telecommunications, data and networking, applications, security, and computing. This position must analyze, process, and coordinate responses to service requests and inquiries, resolve incidents/trouble tickets and/or escalate help request to the proper support tier or functional group. Position involves a high level of customer service.
Duties & Responsibilities

• The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to faculty, staff, and student clients as well as the community for services provided by Technology Services and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/ or escalate requests, incidents and inquiries that fall outside of documented processes.
  Document actions using Technology Services ticketing system and/or Technology Services service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation.
  Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to campus users.
• Train and document performance of junior staff and student workers in order to maintain proper levels of customer service and support. Act as point of escalation for junior staff.
• Perform other duties as assigned including: Create support document for use within Technology Services, follow and propose alternatives to existing incident management, direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by Technology Services as well as suggest alternatives, serve on cross department functional team, serve on special projects, provide technical leadership, obtain basic training and certifications, and participate in seminars, classes and staff meetings.

Minimum Qualifications

High school diploma or equivalent.

One (1) year of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows:

30 semester hours equals one (1) year,

Associate's Degree (60 semester hours) equals eighteen (18) months,

90 semester hours equals two (2) years,

Bachelor's Degree (120 semester hours) equals three (3) years).

Preferred Qualifications
Experience working in an IT environment in Higher Education. Experience working in an IT Help Desk troubleshooting tickets.
Knowledge, Skills and Abilities
General understanding and ability to use different computer software programs and on-line databases such as: Microsoft Office Suite, Microsoft Unified Communications (Outlook Exchange), Box, Knowledge Base, and ticketing system. Ability to provide a positive customer service experience to those with inquiries. Ability to handle emergency situations in a calm and efficient manner. Ability to work with others cooperatively. Excellent written and verbal communication skills. Demonstrated organizational and time-management skills. Ability to adapt quickly to frequently changing policies. Ability to exercise initiative, use independent judgment, work and communicate well with a widely diverse population of customers and co-workers. Demonstrated problems solving skills.
Appointment Information
This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The salary range starts at $45,000.00 for the Associate Help Desk Specialist, and salary is commensurate with experience. Sponsorship for work authorization is not available for this position.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx .
Application Procedures & Deadline Information
Applications must be received by 6:00 pm (Central Time) on Monday, April 29, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. To complete the application process:
Step 1) Submit the Staff Vacancy Application using the 'Apply for Position' button below.
Step 2) Submit the Voluntary Self-Identification of Disability forms.
Step 3) Upload your cover letter, resume (months and years of employment must be included), and names/contact information for three references.
If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Dallas Johnson at [email protected] . For questions regarding the application process, please contact 217-333-2137.
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 .
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal , or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing [email protected] .
Requisition ID: 1024082
Job Category: Technical
To apply, visit https://illinois.csod.com/ux/ats/careersite/1/home/requisition/10159?c=illinois
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About University of Illinois - Urbana-Champaign
The University of Illinois at Urbana-Champaign has earned a reputation as a world-class leader in research, teaching, and public engagement. With our land-grant heritage as our foundation, we pioneer innovative research that tackles global problems and expands the human experience. Our transformative learning experiences, in and out of the classroom, are designed to produce innovative alumni who desire to make a significant, societal impact.
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