Information Technology Technical Associate- (Hybrid/Remote)

Details

Posted: 08-Apr-24

Location: Urbana, Illinois

Type: Full-time

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 5162442

Information Technology Technical Associate- (Hybrid/Remote)
AITS Admin
Job Summary
This position provides technical expertise and support for computer systems access and/or usage to ensure the safety of information systems and network assets. This position researches computer and network vulnerabilities and analyzes risks; interacts with customers to resolve problems? trains and provides ongoing guidance to unit security contacts (USCs) regarding access methods and standards; develops and distributes documentation and conducts training, as necessary; and makes use of tools to monitor security protocols and the general health of the departmental network
Duties & Responsibilities
Customer service deliver:

• Provide prompt, professional IT customer support via phone and email. Must think of the customer as the most important part of the job; deal with and/or respond positively to complaints, problems, and inquiries.
• Promote a professional System Access Management (SAM) image; understand SAM priorities and objectives; and take an active role in accomplishing team objectives.
• Perform maintenance, as necessary, in the Security Application tables. Handle the setup of access roles in the SDM (Service Desk Manager) for new and existing users and help answer questions related to the Security Application (e.g., access and functionality).
• Provide backup support for Active Directory access (adding, changing, removing). Participate in rotational schedule for managing the AITS System Access Management mailbox, including distribution of work, responding to inquiries, and performing system access tasks, as requested.
• Apply analytical skills and independent judgment to help customers get access needed to get their work done.
• Perform trend analysis to recommend system and/or process improvements. Assist in developing and achieving unit goals to help improve System Access Management service, productivity, and efficiency.

Liaison activities:

• Participate on project teams to test and implement new products and services, facilitate sharing of information within and across AITS groups, and assist in evaluating software tools to enhance monitoring capabilities.
• Support identification and collection of relevant metrics and performance reporting processes.
• Participate in customer service/process improvement initiatives.
• Participate in and encourage a knowledge-sharing environment; develop and deliver cross-training activities to SAM staff.
• Establish and nurture working relationships with clients and AITS departmental staff.
• Contribute to the team effort; manage individual workload and deliver according to agreed-upon goals/targets.
• Participate in upgrades of Banner modules, ViewDirect, Security Application, HireTouch, iCS, TEM, iBuy, etc.
• Proactively share information with peers and end users to ensure they are informed of trends, significant problems, unexpected delays, and anything new in the environment that will impact customers. (

Analysis, problem documentation, and customer education:

• Watch for trends that indicate potential problems; directs issues to higher support tiers when assistance with problem resolution is needed.
• Initiate corrective measures within limits of authority. At times, this will require the incumbent to seek out assistance and work with IT professionals both within and outside the administrative IT organization, and the incumbent will need to demonstrate flexibility and perform duties as each situation dictates.
• Track calls and email requests; document solutions in KnowledgeBase.
• Conduct USC training, as needed.

Professional Development:

• Maintain and develop technical knowledge and skill level.
• Keep current on the technology used; seek out opportunities to participate in professional development opportunities (e.g., ELP, Lynda.com; internally developed tutorials, research, collaboration, etc.) on an ongoing basis to develop and maintain technical and interpersonal skills.

Perform other duties and responsibilities appropriate for an IT Technical Associate.
Minimum Qualifications
1. High school diploma or equivalent.
2. Any one or any combination totaling two (2) years (24 months) from the following categories:
A. 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)

B. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
Knowledge, Skills and Abilities

• Ability to interact with customers in a professional and courteous manner via telephone and email. Respectful of customers and manages difficult or emotional customer situations appropriately; responds and follows up promptly to needs and requests for service and assistance per established service level guidelines.
• Ability to identify and resolve problems quickly and effectively and convey reliable and accurate information so it is easily understood. Make use of appropriate communication mechanism(s) to disseminate information. Sensitive to involvement of the appropriate decision-makers at the appropriate time to implement solutions.
• Able to document solutions and create high quality resources for customers and SAM staff.
• Ability to be flexible in work schedules while maintaining punctual, regular, and consistent attendance. Participate in on-call rotation and provide 24/7/365 support, as needed.
• Able to work effectively, both independently and as part of a team, in a casual environment; willing and able to make decisions in a timely manner, even in difficult or ambiguous situations.
• Ability to take initiative and make improvements; anticipate customer needs; look for ways to make things better for the customer; pay close attention to detail.
• Exceptional oral and written communication skills.
• Effective time management.
• Contribute skills and capabilities to achieve the team's goals; encourage and give credit to others for their contributions.
• Able to multi-task and adept at dealing with changes in direction and priorities; accept new challenges, responsibilities, and assignments. Thrives working in an environment that goes beyond predictable, ordinary routine.
• Ability to quickly learn and become self-sufficient with new technical skills.

#LI-AB1
Appointment Information
This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible. The minimum salary for this position is $55,000 and the salary is commensurate with experience and qualifications.
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 April 22, 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. 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 Amanda 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: 1023909
Job Category: Technical
To apply, visit https://illinois.csod.com/ux/ats/careersite/1/home/requisition/10093?c=illinois
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