IT Technical Specialist - Carl R. Woese Institute for Genomic Biology

Details

Posted: 25-Jan-24

Location: Urbana, Illinois

Type: Full-time

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 4959385

IT Technical Specialist or Senior IT Technical Associate
Carl R. Woese Institute for Genomic Biology
Multi-Level, Single-Hire Search
Job Summary
The IT Technical Specialist provides end-user workstation, application, and operating systems support for users within the Institute for Genomic Biology and associated units, which includes focusing on administrative business and academic operations. This position reports to the Help Desk Manager.
The Senior IT Technical Associate provides end-user workstation, application, and system support for users within the Institute for Genomic Biology and associated units, which includes focusing on one or more of the following: administrative business and academic operations, or research computing/HPC. Includes managing file shares and wired networks. This Senior level role further serves as a planning and technical resource for colleagues, as well as an advisor to management on forward planning.
Duties & Responsibilities
IT Technical Specialist
Customer Service and Support:

• Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
• Working on a team of IT professionals supporting the staff and research customers of the IGB.
• Working with themes, teams, and individuals to provide the unique technological needs for their research and administrative technology environment.
• Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
• Conduct training for staff and administration in computers' use and their relevant software, on a one-on-one basis.
• Working to resolve customer satisfaction issues.

System and Network Support:

• Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
• Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
• Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.
• Providing customer assistance with network connectivity and managing DNS and DHCP for institute networks.
• Advising and assisting in the use of varied computing and communications technology.
• Providing hardware quotes for purchasing and consultation.
• Providing support for system backups.

Organizational Support:

• Providing mentorship to junior staff as needed.
• Attending regular group meetings.
• Supporting the poster printing service.

Other:

• Other duties as assigned.

Senior IT Technical Associate
Customer Service and Support:

• Promoting and delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
• Working on a team of IT professionals supporting the research and administrative customers of the Institute for Genomic Biology.
• Collaborating with themes, teams, and individuals to provide the unique technological needs for their research, and administrative technology environment.
• Build relationships with customer and research community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
• Setting and managing the expectations of customers.
• Conduct training for staff and administration in computers' use and their relevant software.
• Investigating and resolving high priority and/or complex customer satisfaction issues.
• Acting as an advocate for clients in service planning and deployment of new IT services.

System and Network Support:

• Evaluating the unit's operational needs to assist in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
• Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
• Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.
• Providing customer assistance with network connectivity, administering and auditing local building networks, managing DNS and DHCP for IGB networks.
• Advising and assisting in the use of varied computing and communications technology.
• Providing hardware quotes for purchasing and consultation.
• Providing support for system backups.

Project and Task Delivery:

• Managing projects at the organizational, divisional, or team level and drive deliverables and results by designated deadlines.
• Completing individual projects and tasks assigned by supervisor on time with quality.
• Actively seeking out and delivering solutions to unresolved problems.

Organizational Support:

• Initiating action with various teams to ensure outstanding service delivery to customers.
• Providing mentorship to junior staff as needed.
• Promoting the use of and implementing centralized services where practical and aligning them to the unique needs of units or customers.
• Leading and working within cross-functional teams.
• Acting as a technical and institutional resource for other IT Specialists, providing training and advice as needed.
• Writing documentation and knowledge base articles as required.

Other:

• Attending regular group meetings.
• Supporting the poster printing service.
• Other duties as needed.

Qualifications:
IT Technical Specialist
Minimum Qualifications

High school diploma or equivalent.

Two (2) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
o 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).
Senior IT Technical Associate:
Minimum Qualifications:

High school diploma or equivalent.

Three (3) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
o 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).

Demonstrated experience mentoring or leading groups of peers, and coordinating activities of team members.
Preferred Qualifications:

Extensive knowledge (2+ years) of networking services, network connectivity methods, diagnosing network problems, and essential network services, such as DNS, DHCP, VoIP, and/or VPNs.

Knowledge, Skills and Abilities

• Excellent customer service skills.
• Excellent oral and written communications skills.
• Ability to lead groups of peers in cross-functional groups assigned to tasks or project work.
• Ability to oversee and coordinate activities of user groups.
• Ability to effectively communicate and professionally interact with all staff levels and customer groups.
• Ability to identify and resolve technical problems.
• Ability to demonstrate fundamental knowledge of effective troubleshooting methodologies.
• Extensive knowledge in the application of IT security concepts.
• Knowledge of two or more common operating system platforms.
• Preferred knowledge of Microsoft Active Directory, LDAP, or other directory services, including group and object management, policy tasks, access control and authorization.
• Preferred knowledge of enterprise endpoint management solutions, such as Microsoft MECM, Intune, Munki, Workspace ONE, etc.Experience in HPC Environments.
• Use of Globus and other synchronization technologies.
• Familiarity with technologies such as PHP, JavaScript, Singularity and/or Docker.
• Knowledgeable in the use of bioinformatics tools such as BLAST.
• Experience working in an agile development environment.

Physical/Environmental Demands

Interacting with users face to face.

Lifting computer equipment for install and setup.

Ability to climb ladders under 8 feet in height.

Appointment Information
This is a multi-level, single hire search, for a 100% full-time Civil Service Exempt position, appointed on a 12-month basis. The expected start date is as soon as possible after 02/19/2024. Title and Salary are commensurate with qualifications and experience. Salary range for the IT Technical Specialist begins at $55,000; and the range for the Senior IT Technical Associate begins at $70,000.
Application Procedures & Deadline Information
Applications must be received by 6:00 pm (CST) on Sunday, February 11, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. Applications not submitted through https://jobs.illinois.edu will not be considered. For further information about this specific position, please contact Jana Lenz 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: 1021847
Job Category: Technical
To apply, visit https://illinois.csod.com/ux/ats/careersite/1/home/requisition/9230?c=illinois
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