Essential Functions

35% Under general direction, serves as an End User Support Technician for the Department of Innovation & Technology (DoIT) supporting the Illinois Emergency Management Agency (IEMA): 

• Serves as an End User Support technician providing professional computer services support.
• Provides second level problem diagnosis support to end users regarding Desktop and laptop PCs, network utilization, printers, e-mail, and applications.
• Prepares comprehensive documentation of resolutions to reported problems. 
• Provides guidance to lower-level End User Support and Computer Operations personnel with high-level technical questions on software and hardware. 

20% Assists the Server Network Administrators in the support of various server-based applications:

• Provides the agency with second level technical support.
• Participates in agency exercises and activations as IT support.
• Provides in-person and online support for staff at nuclear power plants and regional offices throughout the state.
• Resolves complex problems related to client access to the server and network-based applications. 
• Develops and maintains a broad knowledge of the Transmission Control Protocol/Internet Protocol (TCP/IP) protocol, Domain Name Service (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Local Area Network (VLAN), and their implementation within a Microsoft infrastructure. 

20% Analyzes second level hardware and software problems on various aspects of personal computers:

• Develops and implements solutions to correct the reported problems.
• Performs necessary diagnostic tests and runs various PC utilities on the agency’s personal computers.
• Performs computer hardware and software setup and installations, printer installations, and other network devices on LAN. 

Essential Functions (Cont)

10% Evaluates hardware requests and requirements: 

• Identifies and analyses areas where existing equipment can be reallocated. 
• Distributes hardware purchases.
• Deploys equipment for new users including PCs, projectors, etc. 

5% Provides training to agency users and End User Support staff for network concepts and/or techniques:

• Provides training to end users in the utilization of various software. 
• Implements segments of the education program and develops teaching aids for the courses offered by the Bureau of Information Technology. 
• Participates in the delivery of formal training sessions and/or product demonstrations. 
• Maintains and updates instructional documents to help in the education of users. 

5% Keeps abreast of new developments in the Information technology field: 

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and remain current on products, vendors, techniques and procedures. 
• Attends demonstrations and exhibitions related to assigned operations 

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above. 

Minimum Qualifications

1. Requires knowledge, skill, and metal development equivalent to four (4) years of college with course work in computer science or directly related fields. 
2. Requires one (1) year of professional experience in Client Services or a related technology field. 

Specialized Skills

1. Requires one (1) year of professional experience providing support to users in an IT environment.
2. Requires one (1) year of professional experience with Transmission Control Protocol/Internet Protocol (TCP/IP) protocol, Domain Name Service (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Local Area Network (VLAN), and their implementation within a Microsoft infrastructure. 
3. Requires one (1) year of professional experience in Active Directory and Automated software deployment tools such as Microsoft Windows/MSI scripts, Systems Center Configuration Manager (SCCM), or Lite-Touch. 
4. Requires one (1) year of professional experience in Microsoft Windows and Microsoft Office client software products. 

Preferred Qualifications

1. One (1) year of professional experience providing support to users in an IT environment.
2. One (1) year of professional experience with Transmission Control Protocol/Internet Protocol (TCP/IP) protocol, Domain Name Service (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Local Area Network (VLAN), and their implementation within a Microsoft infrastructure. 
3. One (1) year of professional experience in Active Directory and Automated software deployment tools such as Microsoft Windows/MSI scripts, Systems Center Configuration Manager (SCCM), or Lite-Touch. 
4. One (1) year of professional experience in Microsoft Windows and Microsoft Office client software products. 
5. Ability to analyze data logically and exercise sound judgment in defining and evaluating problems of an operational or procedural nature and diagnose system issues and coordinate efforts to resolve.
6. Ability to gain and maintain effective working relationships with associates, vendors, clients, and others. 
7. Developed verbal and written communication skills to present technical information to others with clarity and precision. 
8. The ability to plan and recommend training requirements and end user documentation. 
9. One (1) year of professional experience in adapting complex processing to different system or program requirements. 
10. One (1) year of professional experience in Automated equipment, scheduling, and coordinating. 

Employment Condition

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

1. Requires the ability to verify identity. 
2. Requires employment authorization to accept permanent full-time position with the State of Illinois. 
3. Requires the ability to pass a position specific, agency required background check. 
4. Requires self-disclosure of criminal history. 
5. Requires the ability to lift and carry objects weighing up to 30 pounds. This is considered light work as defined by the U.S. Department of Labor (20 CFR 404, 1567(b)), Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. 
6. Requires the ability to travel in performance of duties with overnight stays. 
7. Requires appropriate, valid driver’s license and the ability to travel in performance of duties. 
8. Requires the ability to serve in an on-call capacity. 
9. Requires the ability to work overtime including scheduled, unscheduled, short notice, evenings, weekends, and holidays. 
10. Requires adherence to the fitness for duty, and nuclear generation employee training (NGET) requirements, including random drug and alcohol testing to maintain access to the nuclear power plants.

The conditions of employment listed are incorporated and/or related to any duties included in the position description.